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