Remote Ops. Team Leader

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 is looking for a Remote Operations Team Leader to join the team in Cracow. In this role, you will coach and support team members, collaborate closely with Project Specialists and Management, and contribute to the successful service delivery.

Responsibilities

• Manage and coach people under direct supervision, ensuring they have the right level of technical competencies and the proper soft skills to offer effective support to the projects and to enhance the effectiveness of available knowledge and training content.
• Develop team members through coaching and mentoring, evaluate performance.
• Work in close liaison with the appropriate parties, including Project Specialists and Management roles, to ensure that service delivery to the customer is of the highest standard, in accordance with Stefanini quality and project related procedures and work instructions.
• Reporting progress, issues and problems to the appropriate parties, giving suggestions to optimize service offered and work processes.
• Support launch activities around new projects or existing accounts expansion.
• Has to step in and have continuously direct client interaction.
• Fostering co-operation and team spirit: assessing trainers, advising on selection and training needs.
• Ensuring internal communication: holding monthly team meetings and monthly one-to-one meetings and team building.
• Participating to Recruitment processes (interviews, feedback sharing).
• Supporting the team members in case of problems or escalation; being the first point of referral for escalated queries or problems with the infrastructure, network or systems.
• Taking care of new joiners, introducing them to the team, their tasks and role.

Job Requirements

• Prior working experience as a Specialist or People Manager in a similar environment (e.g., Service Desk, IT Support, or Customer Operations) is required.
• Fluency in English is required (both spoken and written).
• Soft skills: strong communication abilities, results orientation, planning and organizing skills, leadership and people management, analytical thinking, and a proactive, self‑driven attitude.
• Planning & Organizing: ability to design and implement clear, efficient, and structured approaches to managing workloads, assignments, and team objectives.
• Problem Solving: ability to gather and analyze data from multiple sources, identify key issues and trends, and drive resolution of customer problems; demonstrates persistence and directness in uncovering root causes.
• Attention to Detail: consistently delivers high‑quality work with a critical and thorough approach to every task.
• The role operates in a hybrid working model, based in Kraków.

Nice to have

• Foundational understanding of ITIL principles and their application in service management environments.

What do we offer

You will find here not only a challenging and interesting workplace, but also a rewarding work experience, with competitive compensation and benefit packages.

• Private medical subscription
• Soft skills and technical training for current and emerging products and technologies
• A monthly budget for a flexible benefits program
• Special referral bonuses for recommending qualified candidates

Diversity & Inclusion

We value plurality and equity, regardless of race, sexual orientation, disability, age, ancestry, religion, gender, and nationality. We are an equal‑opportunity employer.