Requirements

• Min 2 years experience in leading and motivating a team in an operational setup along with bringing up innovative ideas in team performance
• English Language min.C1
• Strong verbal and written communication skills to clearly articulate instructions, provide feedback, and communicate effectively with team members, management, and other stakeholders.
• Experience in conducting performance reviews, setting clear goals, and creating action plans for team members growth.
• The ability to analyze performance metrics (e.g., error rates, review speed, backlog size) to identify trends, bottlenecks, and areas for improvement.
• Flexible to adapt to any changes in the organization / process
• Quick learner and tech-savvy in understanding new systems and tools

Work Model

Office

Working Hours

9.30AM - 5.30PM (Monday - Friday)

Project Location

Krakow

About the role

The Team Leader is expected to oversee, direct and have responsibility for a number of associates and will have overall responsibility for maximizing team performance across one or multiple markets where their direct reports are engaged.

What will you do

• Overall responsibility for delivering operations for the team including workflow, scheduling, quality, productivity, policy adherence.
• Manage and coach associates, individuals and team performance against expected productivity metrics and targets.
• Review working practices and processes and implement changes in order to improve productivity, service levels and user experience.
• Track key performance indicators (KPIs) such as productivity, error rates, and value adds for their direct team members.
• Provide regular, constructive feedback and conduct formal performance reviews to help team members grow.
• Handling or raising escalations as appropriate with Google Management team
• Overseeing and supporting changes to services, policies, procedures, resources and facilities in order to positively and flexibly meet business requirements
• Analyze review data to identify common errors, knowledge gaps, or process bottlenecks and report them to management.