Steering Competence Center Group Leader
Bosch Group · Fort Lauderdale
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- Company
- Bosch Group
- Location
- Fort Lauderdale
- Employment type
- Full-time
- Posted
- August 17, 2026
About this job
The SCC Group Leader is the "air traffic controller" of the international service center. This role holds full operational and disciplinary responsibility for the workforce management (WFM) pipeline and intraday steering team. The primary objective is to balance customer demand with agent supply, maintaining high cost-efficiency (agent occupancy) while consistently meeting international Service Level Agreements (SLAs). This position is fully onsite at our Fort Lauderdale, FL location. Key Performance Indicators (KPIs) Balanced Steering Index: Maintain a highly optimized, weighted score that balances overall SLA Achievement with target Agent Occupancy (preventing both over-staffing and under-staffing).…
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