Team Leader, Call Center Operations (Russian & English)

Concentrix; Katowice; On-site; PLN 90,000 - 130,000; Full time

Job summary

Concentrix in Katowice is seeking a Team Leader to supervise a group of call center associates on a day-to-day basis, focusing on attendance and performance against KPIs.

You will coach direct reports, identify performance issues, and implement corrective action while promoting Concentrix values. Be prepared for an on-site role with evening shifts and a collaborative, fast-paced environment.

Qualifications

• Russian language proficiency at C1/C2 and English at B2.
• Team Leader / Supervisor experience preferred.
• Experience in travel agency or travel support preferred.
• Willingness to work a flexible schedule with evening shifts.
• Strong communication skills, both written and verbal.
• Ability to mentor and coach a team to meet performance targets.
• On-site role located in Katowice.

Responsibilities

• Supervise day-to-day operations of a group of call center associates.
• Coach direct reports to achieve weekly performance metrics.
• Identify performance issues and develop improvement plans.
• Ensure KPIs and financial targets are met.
• Communicate expectations and provide timely updates.
• Lead team meetings and organize team activities.
• Stay current on internal processes and attend required training.
• Promote Concentrix values through behavior and attitude.

Skills

Team leadership

Coaching

Performance management

Scheduling

KPI tracking

Communication

Mentoring

Multitasking

Time management

Job description

Concentrix in Katowice is seeking a Team Leader to supervise a group of call center associates on a day-to-day basis, focusing on attendance and performance against KPIs.

You will coach direct reports, identify performance issues, and implement corrective action while promoting Concentrix values. Be prepared for an on-site role with evening shifts and a collaborative, fast-paced environment.