Contact Center Team Leader
As a Contact Center Team Leader, you will be responsible for guiding and supporting a team of customer service advisors to achieve performance targets, maintain service quality, and deliver outstanding customer experiences. You will act as the link between advisors and management, ensuring smooth daily operations while supporting employee development and fostering a positive work environment.
Qualifications
- Strong knowledge of call center operations and customer service processes.
- Proven team management and leadership skills.
- Ability to resolve conflicts, coach, and support employee development.
- Strong planning and time management skills, including scheduling and performance monitoring.
- Analytical skills with the ability to interpret KPIs and reports to drive improvements.
- Excellent communication skills (verbal and written).
- Customer-focused approach with problem-solving abilities.
- Ability to build and maintain positive relationships with both customers and colleagues.
- Flexibility to adapt to changing work conditions and lead in a dynamic environment.
- Proven ability to drive team performance and achieve business goals.
Responsibilities
- Achieve set operational goals, including maintaining SLAs and KPIs
- Handle managerial call-backs and customer escalations (including DSATs), ensuring timely investigation and resolution.
- Build and maintain strong customer relationships.
- Mentor, coach, and support team members in daily tasks and professional growth.
- Provide guidance on technical and procedural queries, ensuring effective use of training and knowledge bases.
- Conduct regular quality checks to ensure consistent service delivery.
- Identify process improvement opportunities through floor-walking, knowledge sharing, and document updates.
- Contribute to efficiency by reducing waste and unnecessary effort.
- Support recruitment activities, including interviews, onboarding, and team integration.
- Conduct language assessments for new candidates.
- Ensure team compliance with company policies, client requirements, and external regulations.
- Promote a culture of mutual respect and professionalism.
- Monitor and ensure completion of all mandatory training on the e-learning portal.
Shifts information
- Working hours are 12:00–20:00, or rotation with the other 3 Team Leads
Additional Information
- Salary forks on contract of employment (UoP) are 8 500-10 500pln gross + quarterly bonus up to 3000pln gross
- We have an office, but we also offer remote work
- For the first two weeks we have an on-site on-boarding and training in our Poznan office. Don’t worry - accommodation is assured and transport is refunded for remote workers.
- It would be great, if you have experience in responding to customer queries on inbound/outbound calls chat or email or if you are willing to learn if you do not have any experience in working day to day with a client
- Please send your CV in English
Perks and benefits
- Regular Training
- Corporate parties & events
- CSR & charity initiatives
- Gym Membership (Multisport)
- Private Medical Scheme Lux Med
- Parking space for employees
- Paid employee referral program
- Gym inside building
- Constant support from your first day at office – dedicated Buddy, who will help you in adjusting to the new workplace
- Focus on your strengths and regular feedback enable fast professional growth
NEXT plc is a prominent United Kingdom-based retailer that provides a wide range of products, including clothing, footwear, accessories, beauty, and home goods. The company is divided into several segments, namely NEXT Online, NEXT Home, NEXT Retail, NEXT Finance, NEXT International Retail, and NEXT Sourcing. Additionally, a portion of the NEXT Customer Services contact center is located in Poznan, Poland. NEXT holds a leading position as the most successful fashion retailer in the U.K.
GDPR:
Due to the applicability of Regulation (EU) 2016/679 of the European Parliament and of the Council of 27 April 2016 on the protection of natural persons with regard to the processing of personal data and on the free movement of such data, and repealing Directive 95/46/EC (General Data Protection Regulation), hereinafter called the GDPR, we hereby inform:
1. The Controller of your personal data is Next Technology at “FlexDev Spółka z ograniczoną odpowiedzialnością” Spółka komandytowa, with its registered office in Poznań, ul. Baraniaka 88D, 61-131 Poznań, entered in the Register of Businesses of the National Court Register (KRS), with the KRS reference number 0000759865, whose registration files are stored by the District Court Poznań – Nowe Miasto i Wilda in Poznań, 8th Business Department of the National Court Register.
2. In matters related to personal data processing, you may contact the Data Protection Inspector (IOD) appointed by the Controller, at the e-mail address: [email protected] or by calling at +48 570 966 933.
3. Your personal data will be processed for the purpose of:
If you are applying for the full-time employment:
a. the scope of personal data regulated by the provisions of the Labour Code (Article 221 of the Act of the 26 June 1974 Labour Code and Regulation of the Minister of Family, Labour and Social Policy of 10th December 2018 on employee documentation) will be processed for the purpose of the ongoing recruitment process on the basis of Article 221 § 1 pt. 4 – 6 of Labour Code in conjunction with Article 6(1)(b) of GDPR, and in the case of data specified in Article 221 § 1 pt. 1 – 3 of Labour Code, in conjunction with Article 6(1)(c) of GDPR.
b. other personal data, not included in the scope regulated by the provisions of the Labour Code, will be processed for the purpose of the ongoing recruitment process on the basis of a given consent, i.e. Article 6(1)(c) of GDPR.
c. the specific category of personal data, determined in the Article 9(1) of GDPR, will be processed for the purpose of the ongoing recruitment process on the basis of your given consent, i.e. Article 9(2)(a) of GDPR.
d. in a future recruitment process on the basis of your given consent, i.e. Article 6(1)(a) of GDPR.
If you are applying for the position of a B2B contractor:
a. personal data concerning your name, surname, date of birth, contact information, education, professional qualification, and previous employment record will be processed for the purpose of concluding a contract.
b. other personal data, not included in the scope regulated by the provisions of the Labour Code, will be processed for the purpose of the ongoing recruitment process on the basis of a given consent, i.e. Article 6(1)(c) of GDPR.
c. the specific category of personal data, determined in the Article 9(1) of GDPR, will be processed for the purpose of the ongoing recruitment process on the basis of your given consent, i.e. Article 9(2)(a) of GDPR.
d. in a future recruitment process on the basis of your given consent, i.e. Article 6(1)(a) of GDPR.
4. If the documents contain specific personal data, determined in the Article9(1) of GDPR (i.e. data containing your ethnic or racial background, political or world views, religious beliefs, affiliation with a labour union, genetic or biometric data, data concerning one’s health, sexuality or sexual orientation), in order to process them, your consent is mandatory (Article 9(2)(a) GDPR). It may be withdrawn at any time.
5. Your data will be processed by the authorized employees and collaborators of the Controller. It will also be processed by entities providing services to the Controller, in particular those providing IT and hosting systems services. Your personal data may be made available to an entity cooperating with the Controller, i.e. Next Holdings Limited, Desford Road, Enderby, LE19 4AT Leicester, if you start working for the Controller.
6. Your data will not be transferred to third countries during the recruitment process. However, once you begin the cooperation with the Controller, your personal data will become available in the country where the business partner is based from i.e. the United Kingdom. The United Kingdom provides the adequate level of protection for the personal data under the decision issued by the European Commission on 28th June 2021 (C(2021) 4800 final or C(2021) 4801 final).
7. Your personal data gathered for the current recruitment process will be stored until the end date of said process. With your given consent, your personal data may be stored for an additional period of 12 months, in case of any upcoming recruitment processes.
8. You can withdraw your consent to the processing of your personal data, that you have previously agreed on, at any time, without affecting actions that were taken before the revocation.
9. You have the right to access your personal data, its rectification, erasure, restriction of processing, and the right to data portability.
10. You have the right to lodge a complaint with a supervisory authority, i.e. the President of the Personal Data Protection Office, should you conclude that the data processing violates the personal data protection regulations.
11. Providing your personal data concerning your name, surname, date of birth, contact information, education, professional qualification, and previous employment record is necessary for participating in the recruitment process. Failure to provide this data will prevent you from participating in the recruitment process. Your provision of other data is voluntary and does not affect the recruitment process. Your consent for future recruitment process is voluntary and does not affect the recruitment process currently carried out by the Controller. Your personal data will not be used for automated decision-making or profiling.
Whistleblowing and follow-up procedure:
Next Technology at ''FlexDev Spółka z ograniczoną odpowiedzialnością'' Spółka komandytowa, headquartered in Poznań, kindly informs that the Internal Procedure for Reporting Violations of Law and Follow-up has been implemented in the organization from the 25th of September 2024. You can read the contents of the document at https://tech.next.pl/whistleblowing-and-follow-up-procedure. The Company allows you to send reports on violations of the law to the e-mail address: [email protected].
