Team Leader with Swedish - Scandinavian Airlines

CNX; Warszawa; On-site; PLN 120,000 - 180,000; Full time

Job summary

CNX в Warszawie seeks a Team Leader with Swedish for Scandinavian Airlines to supervise a call center team and drive KPI performance. The role features coaching, attendance monitoring, and escalation handling in a fast-paced environment.

The candidate should have Swedish and English language proficiency, prior team leadership experience, and familiarity with SAS products and procedures. A related associate degree is preferred, with flexibility for schedule changes.

Qualifications

• Fluent Swedish (C1/C2) and English (B2/C1) required.
• Team Leader or Supervisor experience is a plus.
• Associate degree in a related field with some experience preferred.
• Familiarity with SAS products and procedures is advantageous.
• Strong motivation to coach and develop a team to meet KPIs.
• Resilience under pressure and ability to meet deadlines.
• Excellent written and verbal communication skills.
• Ability to multi-task, prioritize, and guide a team to deliver.
• Willingness to work a flexible schedule.

Responsibilities

• Supervise call center associates on a day-to-day basis.
• Coach team members regularly to meet performance metrics.
• Identify issues, develop action plans, and escalate when needed.
• Ensure service levels and KPIs align with contractual expectations.
• Communicate expectations and provide timely updates to the team.
• Handle escalated calls as needed with SME support.
• Lead team meetings and organize activities for effective communication.
• Stay updated on internal policies and participate in required training.
• Promote company values and advocate for team members.

Skills

Swedish language

English language

Team leadership

Education

Associate degree

Tools

SAS knowledge

Job description

Job Title:

Team Leader with Swedish - Scandinavian Airlines

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: Swedish C1/C2 + English B2/C1
• Team Leader/ Supervisor experience will be considered as advantage
• Associate’s degree in related field with two to four years of relevant experience preferred
• SAS Product and procedures knowledge will be considered as priority
• 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

Location:

POL Warsaw - Al. Solidarności 171, Building B-3rd Flr

Language Requirements:

English, Swedish (Required)

Time Type:

Full time2027-02-01