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Team Manager

Req ID#:  93784

Warsaw, Poland, PL

Team Manager


Team Manager

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

We are looking for candidates for the position: 

Team Manager

Location: Warsaw, Mokotow


Summary of Primary Job Responsibilities:


•             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 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 on Team Manager position in Call Centre

·         Fluent English, both spoken and written

·         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

·         Availability to work 24/7 and 365 days/year




Functional Competencies


·         Experience of relevant training and coaching techniques

·         Good listening skills

·         Logical and objective approach to contacts assessment

·         Ability to provide feedback in a positive and supportive manner

·         Able to effectively use Microsoft and Google applications (ie: Word, Excel/Google Sheets, Powerpoint, Outlook etc.)




Team Manager

Team Manager

Job Segment: Consulting, Marketing Manager, Manager, Project Manager, Performance Management, Technology, Marketing, Management, Human Resources

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