Bilingual Call Center Team Leader - German/English

Concentrix; Katowice; On-site; PLN 110,000 - 160,000; Full time

Job summary

Concentrix in Katowice, Poland, seeks a Team Leader to supervise a group of call center associates and monitor attendance. You will coach the team to meet weekly performance metrics and address issues with corrective actions as needed.

You will handle escalations, guide on KPI delivery, and lead regular team meetings while staying current with internal processes and training requirements. Fluency in German and English is essential, Polish preferred.

Qualifications

• German C1/C2 and English B2 proficiency required.
• Technical background is required.
• Team Leader/Supervisor experience is a plus.
• Associate's degree with 2–4 years of relevant experience preferred.

Responsibilities

• Supervise day-to-day activities of call center associates and monitor attendance.
• Coach direct reports regularly to ensure weekly performance metrics.
• Identify performance issues and implement corrective actions up to termination.
• Ensure KPIs and contractual financial targets are met.
• Communicate expectations and provide timely updates to the team.
• Handle escalated calls as needed and provide SME guidance.
• Conduct team meetings and organize team activities.
• Stay updated on internal processes and complete required training.
• Promote Concentrix values and advocate for team members.

Skills

German C1/C2

English B2

Technical background

Team leadership

Coaching & development

Education

Associate's degree in related field

Job description

Concentrix in Katowice, Poland, seeks a Team Leader to supervise a group of call center associates and monitor attendance. You will coach the team to meet weekly performance metrics and address issues with corrective actions as needed.

You will handle escalations, guide on KPI delivery, and lead regular team meetings while staying current with internal processes and training requirements. Fluency in German and English is essential, Polish preferred.