Contact Center Team Leader

  • jobPOLAND
  • Warsaw, , Poland
  • Apr 18, 2024
Full time Business Development Customer Service IT Support

Job Description


For our client, they are currently recruiting for a Contact Center Team Leader to provide direction, build and coordinate the Contact Center team to provide high-quality incident management, request fulfilment and problem management for the Society’s IT systems.



  • Be in charge of running and managing the Contact Center daily;
  • Working in a user facing role including senior support and ensuring the highest level of customer support and service is provided at all times;
  • Evaluate the support team’s resource availability and manage scheduling for all onsite visits;
  • Attend all appropriate customer “Review of Service” meetings and to work towards resolving service corrective action plans with the customer;
  • Managing the team on a day to day basis including the allocation of work to engineers, staff recruitment and retention, appraisals, reviews and monitoring;
  • Understand all organization’s products, services, procedures and guidelines and communicate same to all team members;
  • Monitor all calls to ensure that due procedures and quality standards are strictly adhered to;
  • Submit regular reports to management and seek new ideas and strategies to improve performance at the Service Desk;
  • Keep up with trends and happenings in the industry and ensuring adherence to industry standards;
  • Ensure that clients are kept happy and satisfied at all times by providing prompt response and solutions to their challenges at all times;
  • Schedule and organize shift patterns for other team members to ensure that customers are never left unattended to.


  • Ideally: 2-3 years of professional experience as Contact Center Team Leader/ Manager or similar in client facing roles relating to Contact Center;
  • Extensive experience of working in a customer contact environment at a Senior/Team lead level, ideally supported by a recognized IT qualification;
  • Ability to deal with customers at all levels through an approachable and customer focused awareness;
  • Customer focused, but with firm and proactive management style;
  • Experience in managing life cycle of incidents through to conclusion;
  • Experience in measuring, monitoring and optimizing KPI’s & conversions;
  • Experience in providing coaching and mentoring to the team;
  • Ability to handle and prioritize multiple tasks;
  • Fluent English is a must: both written and spoken (second language is a plus);
  • ITIL Certification- nice to have.


  • Attractive financial compensation;
  • Full-time, direct-hire opportunity;
  • Benefits package;
  • ITIL / Microsoft certifications ;
  • Ability to work with enterprise solutions and services;
  • Ability to work in international and multicultural environment;
  • Well equipped kitchen with various delicious coffee, tea and fruits.