About the Position

Kierowniczka / Kierownik - Zespół Obsługi Klientów w CC - PZU Zdrowie

We are seeking a dedicated Team Leader for Customer Service in Contact Center at PZU Health to manage operations and ensure quality.

Location: Gdańsk, Poland

Work Mode: Hybrid

Application Deadline: 2026-11-06

Responsibilities

Management of Operational Processes: Oversee Contact Center operations and translate strategic goals into operational plans and specific actions.
KPI Achievement: Meet operational, quality, and efficiency KPIs within the Customer Service Office and managed team.
Operational Monitoring: Monitor operational load, resource availability, service quality, and continuity of operations.
Performance Analysis: Analyze results, identify causes of deviations, and implement corrective and improving actions.
Business Mindset: Foster a business-oriented attitude within the team and awareness of the impact of daily activities on goal achievement.
Efficiency Recommendations: Recommend solutions to increase efficiency, quality, and revenue, including in the sales of health products.
Change Implementation: Implement organizational, process, and tool changes at the team or entire Office level.
Project Leadership: Initiate and lead projects to improve the Contact Center's operational model.
Collaboration: Work with other areas and support units.
Compliance Oversight: Ensure activities comply with procedures, internal regulations, and legal requirements.
Risk Management: Identify operational risks and implement preventive and corrective actions.

Hybrid work model with flexible start times.
Employment contract.
Employee Pension Program at 7% paid by the employer.
Medical care in PZU Health.
Employee discount up to 50% on insurance (e.g., PZU DOM, PZU AUTO).
Benefits platform including sports card, cinema and theater tickets, shopping vouchers.
Flexible group life insurance options.
Access to digital training and modern educational platforms.
Training and development programs for employees and managers.
Wellbeing programs and activities for employees.
4 hours off on your birthday (to be taken in the month of your birth).
2 days per year for employee volunteering (you can undertake your own volunteer project or participate in an action organized by the PZU Foundation).

Submit your application today.

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