Team Leader, Operations (Russian and English)

CNX; Katowice; On-site; PLN 120,000 - 160,000; Full time

Job summary

CNX in Katowice, Poland, is seeking a Team Leader for Operations with Russian and English language requirements. You will supervise a group of call center associates, provide coaching, and ensure performance metrics are achieved through motivation and accountability.

The role emphasizes coaching on a regular basis, handling escalations, coordinating team meetings, and staying current on processes while promoting CNX values.

Qualifications

• Experience leading call center teams preferred.
• Travel industry experience preferred.
• Willingness to work evening shifts.
• Strong written and verbal communication skills.
• On-site role based in Katowice, Poland.

Responsibilities

• Supervise a group of call center associates daily.
• Coach team to meet KPIs and performance metrics.
• Identify performance issues and implement corrective actions.
• Ensure service levels meet contractual KPIs and financial targets.
• Communicate expectations and provide timely updates.
• Lead team meetings and coordinate activities.
• Stay updated on internal processes and policies.
• Promote CNX values and advocate for team members.

Skills

Leadership

Coaching

Communication

Team supervision

Job description

Job Title:

Team Leader, Operations (Russian and English)

Job Description

The Team Leader is responsible for the day-to-day supervision of a group of call center associates. This position ensures performance metrics are achieved by providing adequate coaching, motivation and accountability.

Essential Functions/Core Responsibilities

• Responsible for the day-to-day supervision of a group of call center associates including work and attendance monitoring in accordance with organization policy and applicable legal requirements.
• Effectively coach direct reports on their performance on a regular basis to ensure performance metrics are achieved at a minimum weekly.
• Identify performance related issues, develop an action plan for improvement, implement corrective action, up to and including termination of employment.
• Ensure service delivered to our customers meets contractual Key Performance Indicator('KPIs') and financial expectations
• Communicate expectations to employees and provide timely updates.
• Provide subject matter expertise in handling escalated customer calls as needed.
• Conduct Team Meetings to ensure expedient communication of relevant information and as an open forum for input. Schedule and organize team activities.
• Stay current on internal work processes, policies and procedures. Attend required manager development training.
• Promote the Concentrix values through both behavior and attitude, including being an advocate for team members.

Candidate Profile

• Languages: Russian C1/C2 and English B2.
• Team Leader / Supervisor experience is preferred.
• Experience in Travel agency or travel support is preferred.
• Willingness to work a flexible schedule - evening shifts.
• Highly motivated individual with skills to develop and coach team members to achieve performance expectations.
• Work well under pressure and follow through on items to completion.
• Strong communication skills, both written and verbal.
• Ability to lead team in multi-tasking, prioritization, and meeting timelines on deliverable.
• Ability to mentor, coach and provide direction to a team of employees.
• OnSite position in Katowice

Location:

POL Katowice - Global Office Park, Building A2 Flrs 10 thru 13

Language Requirements:

Time Type:

Full time2026-09-28