Swedish-Speaking Team Leader - Call Center Ops

CNX; Warszawa; On-site; PLN 120,000 - 180,000; Full time

Job summary

CNX в Warszawie seeks a Team Leader with Swedish for Scandinavian Airlines to supervise a call center team and drive KPI performance. The role features coaching, attendance monitoring, and escalation handling in a fast-paced environment.

The candidate should have Swedish and English language proficiency, prior team leadership experience, and familiarity with SAS products and procedures. A related associate degree is preferred, with flexibility for schedule changes.

Qualifications

• Fluent Swedish (C1/C2) and English (B2/C1) required.
• Team Leader or Supervisor experience is a plus.
• Associate degree in a related field with some experience preferred.
• Familiarity with SAS products and procedures is advantageous.
• Strong motivation to coach and develop a team to meet KPIs.
• Resilience under pressure and ability to meet deadlines.
• Excellent written and verbal communication skills.
• Ability to multi-task, prioritize, and guide a team to deliver.
• Willingness to work a flexible schedule.

Responsibilities

• Supervise call center associates on a day-to-day basis.
• Coach team members regularly to meet performance metrics.
• Identify issues, develop action plans, and escalate when needed.
• Ensure service levels and KPIs align with contractual expectations.
• Communicate expectations and provide timely updates to the team.
• Handle escalated calls as needed with SME support.
• Lead team meetings and organize activities for effective communication.
• Stay updated on internal policies and participate in required training.
• Promote company values and advocate for team members.

Skills

Swedish language

English language

Team leadership

Education

Associate degree

Tools

SAS knowledge

Job description

CNX в Warszawie seeks a Team Leader with Swedish for Scandinavian Airlines to supervise a call center team and drive KPI performance. The role features coaching, attendance monitoring, and escalation handling in a fast-paced environment.

The candidate should have Swedish and English language proficiency, prior team leadership experience, and familiarity with SAS products and procedures. A related associate degree is preferred, with flexibility for schedule changes.