Manager of Assistance Operations

Job description

The Assistance Operations Team Leader is responsible for managing and developing a team of customer service representatives, ensuring high-quality support and assistance. The person in this position ensures that service standards, regulatory requirements, and performance targets are met, and identifies and closes gaps in the global target service delivery process, in line with modern technological solutions and the Group's evolving guidelines (AI). This role is intended to act as a catalyst and evangelist for process exploration, rapid automation, identification and promotion of new solutions that improve efficiency with fast implementation times and a strong vision for the future. Place of work: Warsaw or Toruń, with regular business trips to Toruń or Warsaw depending on your main location (20%–40%). Key responsibilities: Operational management: - Overseeing daily operations, including managing workflow to ensure optimal schedule adherence, staffing coverage, and workload distribution. - Collaborate with the Workforce Management (WFM) team to forecast call volumes, plan schedules, and manage ongoing adjustments. - Analyzing team performance reports and dashboards to identify trend...