Team Leader / Supervisor

Position: Team Leader / Supervisor

Short description:

If you have a passion for Customer Service, flat hierarchies and an international environment, you've come to the right place. Join bonprix as a Team Leader / Supervisor to take our Customer Care Management excellence to the next level. We are in the middle of a transformation process that you can help shape.

Main information

Location: Łódź

Type of contract: contract of employment, full-time

Working mode: hybrid

Your responsibilities

• You act as a role model for the customer agents’ team in order to a smooth implementation of CCM (Customer Care Management) strategy changes and processes improvement, so each member of your team understands how they contribute to the department’s success.
• You have a good overview of capacities (including planned/unplanned absences) and activities in the team and the department in order to be an effective partner for functional questions.
• You manage and inspire the team to achieve performance and quality targets and to improve their procedural/ functional skills.
• You shape the future and the success of the CCM structure with your ability to meet the team-specific KPIs.
• CCM is transitioning to an international line organisation. You will work in an international setting with colleagues from France, Germany, Italy and Poland. Your functionally responsibility will be focused on the local Polish Operations team.

Our requirements

• You have successfully completed your studies or have hands-on experience in the commercial sector.
• You are experienced in the end-to-end customer care processes and related KPIs that are important to meet department / team targets and you have worked as (functional) leader for an operational team.
• You have a minimum B2-level English proficiency as well as B2-level Polish.
• You have very good customer experience skills, so that you know how to improve it by impact assessment and analysing measured quality results.
• You are able to fit into a long-standing team, understand their needs and facilitate the desired adjustments.
• You are well experienced and enjoy working in an intercultural team setup.
• You thrive to work in a high-paced, sometimes stressful, and changing environment.
• You also are enthuastic and able to deal with conflicts in a positive and constructive way.
• And you act with holistic thinking and focus on international CCM benefit.

What we offer

• Work in an international company.
• Stable employment under an employment contract.
• Co-financing for meals at the office.
• Private medical care package.
• Sports card at an attractive price.
• Life insurance on preferential conditions.
• Other social benefits.
• Seniority awards.