Team Leader Operations

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**  **What We Offer** * Comprehensive benefits package, including access to **MyBenefit** system, private healthcare (**Luxmed**), and life insurance. * Access to e-learning platforms. * Employee Assistance Program (psychological, managerial, legal, and financial counselling). * Free language classes. * Interesting events, contests, lotteries, and much more. * Stable employment based on an employment contract. Location: POL Katowice - Global Office Park, Building A2 Flrs 10 thru 13 Language Requirements: Time Type: Full time2026-09-28