Remote Operations Team Leader - Coach and Deliver Excellence

Stefanini EMEA; Kraków; Hybrid; PLN 200,880 - 290,160; Full time

Benefits offered by this job

Private medical subscription

Soft skills and technical training

Flexible benefits budget

Referral bonuses

Job summary

Stefanini Group in Kraków is seeking a Remote Operations Team Leader to coach and support team members, collaborate with Project Specialists and Management, and contribute to successful service delivery.

You will lead, mentor, and evaluate performance, coordinate with stakeholders, and ensure high standards while maintaining effective communication, training, and escalation handling in a hybrid work environment.

Qualifications

• Prior working experience as a Specialist or People Manager in a service desk, IT support or customer operations.
• Fluency in English (spoken and written) is required.
• Strong soft skills: communication, results orientation, planning, leadership and proactivity.
• Ability to design and implement structured workload management and team objectives.
• Strong problem solving with data-driven approach and root-cause focus.
• Attention to detail and delivery of high-quality work.
• Hybrid working model; based in Kraków.

Responsibilities

• Manage and coach people under direct supervision to ensure technical competencies and soft skills.
• Develop team members through coaching and mentoring; evaluate performance.
• Collaborate with Project Specialists and Management to ensure high-standard service delivery.
• Report progress and issues; suggest optimizations for services and processes.
• Support launch activities around new projects or account expansions.
• Participate in client interactions as needed.
• Foster cooperation and team spirit; assess trainers and training needs.
• Ensure internal communication with regular team and one-to-one meetings.
• Participate in recruitment, interviews and feedback sharing.
• Support team members during problems or escalations with infrastructure, network or systems.
• Onboard new joiners and introduce them to the team and roles.

Skills

People management

English fluency

Communication

Leadership

Planning & organizing

Analytical thinking

Proactive attitude

Job description

Stefanini Group in Kraków is seeking a Remote Operations Team Leader to coach and support team members, collaborate with Project Specialists and Management, and contribute to successful service delivery.

You will lead, mentor, and evaluate performance, coordinate with stakeholders, and ensure high standards while maintaining effective communication, training, and escalation handling in a hybrid work environment.