Contact Center Manager

Aon plc; Kraków; Hybrid; PLN 180,000 - 240,000; Full time

Benefits offered by this job

Hybrid work model

Job summary

Aon plc in Kraków is seeking a Contact Centre Manager to lead a team of around 15 representatives, ensuring smooth daily operations and high levels of employee support.

You will partner with HR and TA, oversee staffing, monitor KPIs, drive improvements, and develop people in a fast-paced, hybrid environment. This role emphasizes employee experience and process excellence.

Qualifications

• Experience in a Contact Centre environment (min. 3 years), including at least 2 years in a people management role.
• Strong leadership skills with the ability to coach, motivate and develop teams
• Proven ability to manage performance metrics and drive improvements
• Excellent problem-solving and decision-making skills, with a structured approach under pressure
• Very good English (written and spoken) and strong communication skills

Responsibilities

• Oversee the daily running of the Employee Contact Centre, including resource planning and operational execution
• Monitor performance against KPIs (quality, efficiency, response times) and drive continuous improvement
• Coach, motivate and support your team – from performance reviews to development plans
• Handle complex or sensitive employee queries and escalations
• Collaborate with internal stakeholders to resolve issues and improve processes
• Plan staffing levels and shift patterns aligned with demand
• Support recruitment activities, including cooperation with HR and TA teams
• Analyze data and report on performance metrics, identifying trends and opportunities

Skills

People management

Leadership

KPI management

Customer service

Data analysis

English

Job description

Contact Center Manager

Are you a people-focused leader who thrives in fast-paced, service-driven environments?

Do you enjoy building high-performing teams and improving customer experience at scale?

Join us as a Contact Centre Manager in Kraków with a hybrid working model and help shape how we deliver best-in-class employee support!

Aon is in the business of better decisions

At Aon, we shape decisions for the better to protect and enrich the lives of people around the world.

As an organization, we are united through trust as one inclusive, diverse team, and we are passionate about helping our colleagues and clients succeed.

What the day will look like

In this role, you’ll lead a team of around 15 Contact Centre Representatives, ensuring smooth daily operations and a consistently high level of employee support.

On a day-to-day basis, you will:

• Oversee the daily running of the Employee Contact Centre, including resource planning and operational execution
• Monitor performance against KPIs (quality, efficiency, response times) and drive continuous improvement
• Coach, motivate and support your team – from performance reviews to development plans
• Handle complex or sensitive employee queries and escalations
• Collaborate with internal stakeholders to resolve issues and improve processes
• Plan staffing levels and shift patterns aligned with demand
• Support recruitment activities, including cooperation with HR and TA teams
• Analyze data and report on performance metrics, identifying trends and opportunities

How this opportunity is different

This is more than just managing a contact centre – you’ll play a key role in shaping the employee experience within Aon.

You’ll work closely with HR, TA, and operational teams across the business, with real influence on service quality and process improvements. At the same time, you’ll have the autonomy to develop your team, introduce new ideas, and drive meaningful change in a dynamic, people-first environment.

We offer a supportive and open culture, strong leadership backing, and real opportunities for growth – both locally and internationally.

Skills and experience that will lead to success

• Experience in a Contact Centre environment (min. 3 years), including at least 2 years in a people management role
• Strong leadership skills with the ability to coach, motivate and develop teams
• Proven ability to manage performance metrics and drive improvements
• Excellent problem-solving and decision-making skills, with a structured approach under pressure
• Very good English (written and spoken) and strong communication skills