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Operations Customer Experience Team Manager German


  • Łódź

    Łódź, Łódź
  • offer expired over a month ago
  • contract of employment
  • full-time
  • manager / supervisor, team manager
  • hybrid work
  • Immediate employment
  • remote recruitment

Your responsibilities

  • Direct involvement in the Recruitment, selection, induction training and ongoing skills development for all his/her team, ensuring we are able to attract and retain the very best talent.

  • Overall management of staffing planning and all workforce management related tasks within the team. Allocates correct amount of employees and skills according to trend and volume analysis.

  • Draws up, informs, keeps and publishes the daily allocation schedule and effected yearly holiday planning, volume trend evolutions, and other absenteeism like sickness trends

  • Manages, leads, develops, motivates and coaches on a daily basis a team with an eye on the achievement of a maximum productivity and quality in the service.

  • Continually review and monitor work performance of all associates against agreed KPI’s, instigating appropriate corrective action, using performance management tools, to manage any shortfall

  • Undertake performance reviews and 1:1 monthly meetings with each team member, ensuring objectives are continuously reviewed and linked to business KPI’s.

  • Ensure team members are recognized and rewarded for outstanding achievements/performance in line with company mission and values.

  • Training and development of people, through a variety of different learning methods including mentoring and coaching

  • Initiates team meetings, discussions and other activities as required in order to improve the quality of the operation.

  • Keeps the Operations Manager informed about the day-to-day operations of the project (main indicators and trends), and where necessary places urgent focus on issues that are at variance with norms and on problem situations.

  • Supports (Senior) Operations Manager in identifying areas of improvement in order to reduce cost, increase quality and/or reduce risk

  • Provide clear direction and guidance to ensure consistent achievement of key performance metrics.

  • Facilitate a culture of open and honest 2-way communication, ensuring key messages are cascaded to all team members, encouraging feedback and sharing of ideas and best practice.

  • Build an environment which supports the spirit of teamwork, where associates are committed and loyal.

  • Continuously monitor calls, either via side by side or remote monitoring, across a sample of transaction types, ensuring performance metrics are consistently achieved.

  • Ensure accurate and timely communication of any client/campaign issues to the Operations Manager and operations management Senior. Staff.

  • Ensure appropriate actions are taken to improve client satisfaction survey scores.

  • Each Team Leader is able to assume the management of another team when other Team Leader’s is absent or when shift patterns or other operational reasons dictate the need.

Our requirements

  • Proven previous experience in client management in a customer service or call center environment.

  • Proven previous experience in team management (active or stand in) in a customer service or call center environment.

  • Proficiency in English language.

  • German B2 at least

  • Strong knowledge of contact center operations.

  • Basic understanding of financial reports and forecasting.

  • Ability to analyze processes and develop valid solutions to resolve issues at hand.

  • Ability to address all concerns in a consistent and fair manner.

  • Excellent grasp of our business’ specifics as well as our project’s ones - both technically and procedurally.

  • Ability to multitask with ease and handle various requests via different sources simultaneously.

  • Possessing the skills to bring out the best in others to achieve maximum performance.

  • Ability to prioritize and organize work in a multitasked environment.

  • Ability to maintain the highest level of confidentiality.

  • Proficient personal computer skills including Microsoft Office.

  • Excellent interpersonal, written, and oral communication skills.

  • Excellent presentation skills.

  • Excellent judgment, reasoning, and problem-solving skills


  • sharing the costs of sports activities

  • private medical care

  • life insurance

  • leisure zone

  • employee referral program

About your position:

Team Manager is responsible for interviewing new hires, training, retaining and developing their respective team members. Team Leader is responsible for employees’ satisfaction and development, enhancing the goal of quality support by providing individual coaching feedback sessions and one-on-ones that focus on improving quality of service, communication skills and technical ability. In addition, the Team Leader is responsible for driving the team to meet all KPIs, including Voice of Customers.

Team Manager supports the Operations Manager and the operations management team in identifying areas of improvement and running operation.


At Alorica, we only do one thing – make lives better, one interaction at a time. We’re a global leader in customer service and experience, serving the world’s biggest brands with tens of thousands of employees in hundreds of locations around the globe.

Every day, we aim to live up to our mission of creating insanely great customer experiences. But as Alorica employees, giving back matters just as much – that’s why we’re so proud of Making Lives Better with Alorica, a non-profit, 501(c)(3) organization dedicated to providing assistance to employees, their families and the people, organizations and communities who support them. Simply put, we want to make lives better…one interaction at a time. And to do that, we need the very best people to join us.

At Alorica, we’re all about putting our team members on a passionate, rewarding career path—and we work hard to craft an insanely great work environment for our colleagues. A place where you can be yourself. Where you can work hard and play hard. Where you can get involved in the community. And where doing the right thing—and taking care of one another—is an integral part of who we are.

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