Team Leader (Customer Service)

  • Operations Management
  • Kraków, Poland

Team Leader (Customer Service)

Job description

Our Client is one of the largest screening providers in the world. It offers comprehensive background screening solutions that provide employers and housing providers straightforward, actionable reports so they can make confident choices, reduce risk, and stay compliant. The company has offices in 26 locations across 14 countries worldwide and conducts over 71+ million international background screens annually to 18+ million applicants.

If you are looking to grow your career in a culture that is ready for innovative thinkers, this is the place for you!


Key takeaways 

Location: Kraków, office located within 3km from the center

Contract type: permanent contract

Working model: office-based


Role description 

The Team Lead manages the overall staffing structure and workflow of a team comprised of up to 15 Specialists supporting global clients; includes day-to-day employee management as well as internal stake-holder relationship management. As a supervisory role, this position will get involved in resolving escalated team issues and is expected to consistently meet departmental expectations on metrics related to deliverables. This role will maintain departmental quality and compliance standards by identifying and implementing ongoing improvements in the areas of people, process and systems to achieve defined performance metrics. This role requires a high level of knowledge working in call center protocol along with the ability to direct the team to successfully meet departmental performance expectations. Decision making and problem solving are key components of this role.


Responsibilities 

  • Monitor and manage work in progress by assigning, reassigning and follow up with agents to ensure accurate and timely completion of tasks
  • Compile Daily Service Level Agreement data and provide updates to leadership on current queue status
  • Supervisor employees; monitor attendance and performance, provide coaching and training, handle disciplinary matters, answer questions
  • Become a subject matter expert on the work completed by your direct reports
  • Handle client escalations
  • Assist, develop and maintain internal support documentation as processes and products evolve.

Requirements

  • Demonstrated success in supervising and motivating teams and individual employees in a customer care environment
  • Ability to balance work assignments 
  • Ability to effectively operate within diverse and cross-functional groups
  • Ability to work well in a fast-paced and continuously changing environment
  • Strong problem solving and analytical skills utilizing creativity and innovation
  • Excellent communication skills, including ability to tailor communication to audience to achieve desired results
  • Proficiency in standard MS Office applications.

What we offer

  • Working in a multinational environment
  • Being part of fast-paced, diverse teams who deliver high quality service to our wide range of regional and global clients
  • Competitive compensation package
  • Private medical health care
  • Multisport card
  • Life insurance