Team Leader with Croatian

Concentrix; Lublin; On-site; PLN 78,000 - 123,000; Full time

Job summary

Concentrix in Lublin, Poland, is seeking a Team Leader with Croatian language skills to supervise a group of call center associates and drive performance against KPIs. You will coach staff, monitor attendance and performance, and ensure compliance with policy and legal requirements.

The role requires Croatian (C1/C2) and English (B2), an associate degree, and 2–4 years of related experience. You will guide the team, manage escalations, and promote Concentrix values daily.

Qualifications

• Croatian language at C1/C2 and English at B2 required.
• Associate's degree in related field.
• 2–4 years of relevant experience preferred.
• Strong communication and leadership capabilities.

Responsibilities

• Supervise day-to-day activities of a group of call center associates in line with company policies and legal requirements.
• Provide regular coaching to direct reports to meet performance metrics and weekly targets.
• Identify performance issues, design improvement plans, and implement corrective actions up to termination if needed.
• Ensure service levels meet KPIs and financial expectations for customers.
• Communicate expectations clearly and provide timely updates to the team.
• Provide subject matter expertise for escalated customer calls as needed.
• Lead team meetings and coordinate scheduling and activities for the team.
• Stay updated on internal processes and complete required manager development training.
• Promote Concentrix values through behavior and advocacy for team members.

Skills

Croatian (C1/C2)

English (B2)

Coaching / team development

Performance management

Education

Associate's degree

Job description

Job Title

Team Leader with Croatian

Job Description

The Team Leader, Operations 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: Croatian C1/C2 + English B2


• Associate's degree in related field with two to four years of relevant experience preferred


• 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


• Willingness to work a flexible schedule


• Location: WAH