Team Leader, Operations (Russian and English)

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

Location:

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

Language Requirements:

Time Type:

Full time2026-09-28