Global Operations Manager

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Bosch Service Solutions is a leading global supplier of Business Process Outsourcing for complex business processes and services. Using the latest technology and the Internet of Things, the Bosch division develops integrated and innovative service solutions in the areas of Mobility, Monitoring, and Customer Experience. Around 8,000 associates at 27 locations support national and international customers in more than thirty-five languages, primarily from the automotive, travel and transportation, and organization sectors as well as information and communication technology. More information at www.boschservicesolutions.com.

The Global Operations Manager steers global service contracts of clients based in the US with service delivery across various national and international Bosch delivery sites. Will plan and organize their service areas to achieve maximization of resources.  Ensures customer satisfaction, operational quality and productivity targets, service level achievements, and established business objectives and profitability. This position operates in a fast-paced contact center environment, supporting high-volume customer interactions.

Essential Functions

• Single point of contact to the customer and Bosch delivery locations
• Contract negotiation and maintenance (Including change proposals)
• Define reporting's and KPIs (and steer), best practice share and standardization
• Forecasting and Reporting
• Innovate in the service delivery and project development
• Organize and plan resources of assigned project(s) or account(s) to achieve business objectives or internal targets (service level agreements) through planning, scheduling, and productivity
• Act as escalation level for customer communications with respect to incidents, changes, requests, requirements, etc.
• Lead, motivate, and guide professional development of team members
• Manage implementation of changes, projects, and go-lives
• Actively participate in continuous improvement processes and provision of solutions to optimize existing procedures and resources

Requirements

• Demonstrated experience managing operations within a contact center environment is required
• Master’s degree in operations management, Business Management, or equivalent experience in Service Center area
• 5+ years in previous operations management experience, including forecasting, scheduling, and real-time operations management, including coaching, supervising, and developing staff
• Strong leadership and management skills combined with intercultural competencies managing teams of different cultural backgrounds
• Future and result oriented, comfortable with common sales activities, strong presentations and negotiation skills
• Skilled with common IT applications, MS Excel, Word, and communication center tools
• Excellent time management skills in planning and organization

Indefinite U.S. work authorized individuals only.  Future sponsorship for work authorization unavailable. 

Equal Opportunity Employer, including disability / veterans.

Please note that employment is contingent upon the successful completion of a drug screen and background check. Candidates who have been offered the position must pass both screenings before their start date.