Team Leader, Operations (Russian and 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

Essential Functions/Core ResponsibilitiesResponsible 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 expectationsCommunicate 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 ProfileLanguages: 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