What will you do:

• Motivate and strategize how the team will meet efficiency, productivity and consistency targets
• Perform twice a month check-point on the analyst’s performance using scorecards as a point of discussion
• Chart a career development plan for the analysts and provide guidance on how to achieve personal and career goals
• Elevate and escalate red flags to management on a duty of care perspective
• Ensure that team schedules are communicated; leave requests are attended to and team attendance is monitored. Chronic absences should be managed.
• Guarantee that base operational expectations and information security policies are enforced
• Identify improvement opportunities in workflows and suggest solutions. Create a culture of innovation
• Facilitate team meetings and team huddles
• Create an engaging and fun work atmosphere for the team
• First point of escalation and clarification on HR-related matters and concerns
• Course correct non-performing metrics and analysts through root cause analysis and solid action planning
• Perform monthly sit down sessions to gather insights and innovation ideas
• Execute administrative functions inside the team (i.e. time report reviews) and HR disciplinary actions (if needed)
• Ensure that Agents/SMEs/QA’s are performing their duties and responsibilities

Basic Qualifications/Skills Needed:

• Graduate with minimum 2 years of working experience, preferably with experience in leading teams
• Ability to analyze data and generate meaningful insights to drive performance improvements.
• Flexibility to manage unexpected challenges and adjust plans accordingly
• Strong coping, emotional resilience and adaptability to dynamic environment
• Great oral and written communication skills in English - C1
• Ability to motivate teams and rally the group toward organizational goals
• Excellent oral and written communication skills.
• Passion for learning and creative problem-solving.
• Strong knowledge of cultural context in the user countries supported
• Good knowledge of language of the countries supported is an advantage
• Analytical frame of mind.
• Availability to work in shift working system (including night shifts and weekends)
• Availability to work fully from Krakow office