Your responsibilities

• Organize and oversee the team’s daily operations: set clear goals, assign tasks, and actively motivate and support team members
• Assist the team in completing daily activities and achieving performance targets
• Monitor work quality against established standards and provide constructive feedback to our Agents
• Take ownership of meeting the sales targets and delivering on key performance indicators (KPIs)
• Foster a high-performance culture by encouraging continuous improvement in both qualitative and quantitative results
• Drive service excellence by identifying training needs, delivering team training sessions, onboarding new team members, and conducting regular 1:1 meetings
• Proactively suggest and implement improvements to enhance team efficiency and overall performance
• Collaborate closely with departments such as Service, Marketing, Training, and Sales to ensure alignment and support cross-functional initiatives

Our requirements

• Solid experience in a Contact Center department
• Fluent in Polish, English at B2 level
• Experience working with qualitative and quantitative goals (targets, KPIs, and SLAs)
• Focus on delivering high-quality customer service standards
• Well-developed interpersonal skills and ability to build team engagement
• Goal-oriented and responsible for assigned tasks
• Excellent organization of own and team’s work
• Responsibility, diligence, and commitment to high work standards
• Strong interpersonal skills and ability to share knowledge
• Proficiency in Office365 (Word, Excel, Outlook, MS Teams)

Optional

• Leadership experience

What we offer

• Top Employer Poland 2024 and Top Employer Europe 2024

• Swedish working culture and ethics - we’re famous for our friendly work atmosphere and work-life balance

• Flexible working hours & hybrid work environment (13 days working from home each month)

• Private medical insurance

• Discounts on our award-winning products

• Worksmile Cafeteria Platform for co-financing of Multisport and/or vouchers

• Extensive learning opportunities and flexible career path