Team Leader with English and French

Our client, Sitel Polska, is comprised of industry-leading firms providing business process outsourcing, digital marketing, training and talent management, technology and innovation, consulting, and analytics solutions.

  • Lead a team to meet and exceed business objectives, ensuring that key financial, operational and quality metrics are consistently achieved;
  • Have direct involvement in the recruitment, selection, induction training and ongoing skills development for all Agents/Advisors in the team, ensuring we attract and retain the very best talent;
  • Apply a process of continuous review and proactive management of absenteeism and attrition for all Agents/Advisors in the team, ensuring a return to work and exit interviews are completed;
  • Continually review and monitor work performance of all Agents/Advisors against agreed KPI’s, ensuring that calls are handled professionally and instigating appropriate corrective action, using performance management tools to manage any shortfall;
  • Undertake formal quarterly performance reviews and one-on-one monthly meetings with each Agent/Advisor, ensuring objectives are continuously reviewed and linked to business KPI’s;
  • Ensure Agents/Advisors are recognized and rewarded for outstanding achievements/performance in line with company mission and values.
  • Minimum 1-year experience in Team Leader position in back- office /BPO;
  • Fluent English, both spoken and written;
  • French at least B2/C1 level;
  • Strong verbal and written communication skills;
  • Good organization/time management skills;
  • Ability to work with a variety of people from diverse backgrounds;
  • Ability to make fair and consistent judgments and decisions;
  • Ability to solve problems and offer suggestions;
  • Ability to influence behaviour;
  • Effective project management;
  • Ability to adhere to all organizational policies and procedures;
  • Analytical skills.
We offer:
  • Wellbeing and health: we provide private medical care, Multisport cards, internal SitelFit program - promoting activity;
  • Rest: we subsidize the holiday;
  • Giveaway: Christmas - vouchers or additional cash on the account, layettes for newborns, gifts on the occasion of Children's Day;
  • Fun Management: integration meetings (during the pandemic we use modern streaming channels), Fun Management program - monthly events in each department/project;
  • Development: free access to modern training platform for every employee, development programs - 95% of our managerial staff is from our internal promotion;
  • CSR: - we care not only about ourselves. We are happy to help those in need;
  • Language Course: - you don't speak Polish? Join us and sign up for the lessons we organize.