Team Leader with German

Concentrix; Katowice; On-site; PLN 120,000 - 150,000; Full time

Job summary

Concentrix in Katowice, Poland, seeks a Team Leader, Operations to supervise a group of call center associates, coach performance, and ensure KPIs are met. The role emphasizes day-to-day leadership, attendance monitoring, and delivering excellent service in a fast-paced environment.

The candidate should have a technical background and language proficiency (German C1/C2 and English B2), plus a related degree with 2–4 years of experience.

Qualifications

• Languages: German C1/C2 and English B2 required; Polish is preferred.
• Technical background is required.
• Associate's degree in a related field with 2–4 years of relevant experience preferred.

Responsibilities

• Supervise a group of call center associates day-to-day, monitor work and attendance.
• Coach direct reports regularly to ensure KPIs and performance metrics.
• Identify performance issues, implement corrective actions up to termination.
• Ensure service meets contractual KPIs and financial expectations.
• Communicate expectations and provide timely updates to the team.
• Handle escalated customer calls as needed and mentor the team.
• Conduct team meetings and organize team activities.
• Stay current on internal processes and attend manager development training.
• Promote the Concentrix values through behavior and advocacy for the team.

Skills

German language proficiency

English language proficiency

Technical background

Team leadership experience

Education

Associate's degree in related field

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: German C1/C2 + English B2 is a must ; Polish language is preferable.
• Technical background is a must.
• Team Leader/Supervisor experience will be considered an advantage
• 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: OnSite

Disclaimer

The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties, and skills required of personnel working within this job title.