Team Leader, Operations (Russian and English)

Concentrix; Katowice; On-site; PLN 134,000 - 201,000; Full time

Job summary

Concentrix is seeking a Team Leader, Operations (Russian and English) in Katowice to supervise a group of call center associates and drive performance through coaching, motivation and accountability.

The role requires coordinating schedules, ensuring KPI targets are met, addressing escalations, and promoting the company's values while supporting a high-performing team in a fast-paced environment.

Qualifications

• Languages: Russian C1/C2 and English B2.
• Team Leader / Supervisor experience preferred.
• Experience in travel industry helpful.
• Willingness to work a flexible, evening schedule.
• Motivated and able to coach a team to meet goals.
• Ability to work under pressure and deliver on deadlines.
• Strong written and verbal communication.
• Able to mentor and guide a team toward timelines.
• OnSite position in Katowice.

Responsibilities

• Supervise day-to-day activities of call center associates.
• Coach team to meet performance metrics weekly.
• Identify issues, plan improvements, and take corrective actions.
• Ensure KPIs and financial targets are met for customers.
• Communicate expectations and provide updates to the team.
• Handle escalated calls as needed with SME support.
• Lead team meetings and organize team activities.
• Stay updated on internal processes and attend training.
• Promote Concentrix values through behavior and leadership.

Skills

Russian (C1/C2)

English (B2)

Team leadership

Coaching

Communication skills

Multitasking

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