Team Leader, Operations (Russian and English)

POL Katowice - Global Office Park, Building A2 Flrs 10 thru 13lead

OtherTeam Leader

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Overview

Job Title:Team Leader, Operations (Russian and English) Job DescriptionThe Team Leader is responsible for the day-to-day supervision of a group of call center associates.

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OtherTeam Leader

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.

Responsibilities

~1 min read

→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.

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

Location:

POL Katowice - Global Office Park, Building A2 Flrs 10 thru 13

Language Requirements:

Time Type:

Full time2026-09-28