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location iconLocations: Gliwice
level iconLevel: manager/director
S8 S.A. - dynamically developing Outsourcing Customer Service Center.

Since 2014, we have been creating the face of the Call Center industry. We are distinguished by dynamic development, a well-coordinated team of employees and a great working atmosphere. We currently employ over 350 people and we are constantly growing further.
Team Leader

Main Purpose of the Role:

  • Responsible for the direction, motivation and performance of a team of Sales Agents
  • To maintain and develop knowledge, skills and behaviour of the team, taking responsibility for the team’s productivity, KPIs and performance issues.
  • Effective day to day deployment of staff resources in order to match call demand, maximising efficiency and achieve agreed Service Level KPI’s across the P&O Ferries Contact Centre operation
  • Supporting the Resource Planning and Reporting Manager with forecasting, scheduling, and reporting using Teleopti Workforce Management System (WFM) and Cisco UCCX

Knowledge & Skills - Essential:

  • Minimum of 2 years’ experience in a quality or sales driven Contact Centre
  • Experience of operating and maintaining a Workforce Management System for a minimum of 100 staff
  • Commercially aware, creative and able to use imagination and flair
  • Experience of working in a pressurised environment and delivering to tight deadlines
  • Excellent verbal and written communication skills with the ability to communicate at all levels to staff and customers alike
  • A high level of PC literacy is required
  • Experienced in the use of Contact Centre applications such as Workforce Management, Skill based-routing, Quality assurance monitoring, call recording, webchat and email.
  • Evidence of a highly numeric, fast thinking approach to problem solving
  • Ability to balance a heavy workload and aggressive timescales whilst having an attention to detail
  • Ability to work independently and with others with minimal supervision
  • Flexibility to adapt to changing requests and timescales
  • Ability to offer motivation, direction and guidance to junior staff members, leading by example at all times

We offer:

  • Attractive and transparent renumeration system (basis + language allowance)
  • Employment based on contract
  • Work from Monday to Friday (09:30 - 18:00)
  • Benefits: group insurance, Multisport card, medical card
  • Training to prepare for work in English and Polish
  • Mixed work: incoming, email, chat
  • Work in a small, max. 25 person team (high standard of the office)
  • Place of work - Gliwice Center
  • Opportunity to gain valuable professional experience confirmed by references


  • iconAnalytics & Reporting, Customer Service, Sales, Project Management
  • iconEnglish
  • iconGliwice, śląskie

Company profile

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