Team Leader
transcosmos (TCIS) , Hungary

1 Year
0 - 0
Job Type
Job Shift
Job Category
Requires Traveling
Career Level
As mentioned in job details
Total Vacancies
1 Job
Posted on
Jul 15, 2021
Last Date
Oct 15, 2021

Job Description

Summary of Role:

The Team Leader is responsible for providing and supporting the day to day provision of the Services and promoting the knowledge and understanding of the Help Centre team. In order to provide this high level of service the Team Leader will be required to effectively manage their available resource groups, including team members, equipment, information and technologies, and to ensure that all necessary information is available to and understood by the Helpdesk team.

Functional responsibilities include:

  • Daily supervision and promoting the development of Customer Service Reps including :
  • Day to day staff supervision
  • Handle staff escalations
  • Identify staff training and development needs
  • Monitor and measure Customer Service Reps level performance
  • Provide regular coaching
  • Provide formal and informal performance feedback, both team based and one-to-one, and take corrective action as required
  • Hold regular staff meetings
  • Support career path development for staff
  • Promote positive employee behaviors by leading by example
  • Mentoring
  • Monitor and meet defined performance goals
  • Measure and report on call center performance
  • Meet overall monitoring goals
  • Meet standard performance goals
  • Participate in hiring, and training development as needed
  • Perform HR related and Administrative tasks
  • Conduct employee one on one’s and yearly focal reviews


  • Excellent in team management skills to hold meetings and conduct performance reviews to help employees meet Performance Targets
  • Excellent in employee development to assist employees in meeting the Performance
  • Targets through hiring, coaching, mentoring
  • Ability to calibrate employee performance to the Performance Targets through monitoring and coaching
  • Ability to communicate and resolve issues that affect Performance Criteria
  • Ability to share operational improvement and take action with other teams
  • Ability to manage projects to improve employee performance
  • Ability to handle escalations from employees on their team
  • Ability to escalate issues to their supervisor or other internal departments
  • Ability to lead employees on their team to performance of the Performance Criteria
  • Demonstrated language fluency in English
  • Training and Procedures for all Advisors in English
  • Demonstrated ability to write in English
  • Customer service and people management skills

Languages Required

  • High level English language skills
  • Job Specification

    transcosmos (TCIS)

    Information Technology and Services - Warsaw, Poland