Contact Center Manager

Aon
Krakow
Workplace: HybridFull timeFunction: Customer Support (Service Desk)Experience: 3+ yearsSkills: ["Leadership","Coaching","Motivation","Team development","Problem-solving","Decision-making","Communication"]

Lead a contact centre team of about 15 representatives delivering best-in-class employee support. Oversee daily operations, resource planning, and KPI performance (quality, efficiency, response times) while driving continuous improvement. Coach and develop team members, handle complex escalations, and collaborate with HR, TA, and operational stakeholders to improve processes. Manage staffing, shifts, and recruitment support, and analyze performance data to identify trends and opportunities.

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FursaFursa
Aon
Aon
2 days ago

Contact Center Manager

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Source: Company careers pageValidated by: Fursa AI
Last checked: 7 hours agoStatus: Live

Job Summary

Lead a contact centre team of about 15 representatives delivering best-in-class employee support. Oversee daily operations, resource planning, and KPI performance (quality, efficiency, response times) while driving continuous improvement. Coach and develop team members, handle complex escalations, and collaborate with HR, TA, and operational stakeholders to improve processes. Manage staffing, shifts, and recruitment support, and analyze performance data to identify trends and opportunities.
Location: Krakow
Workplace: Hybrid
Employment Type: Full time
Job Function: Customer Support (Service Desk)
Seniority: Manager level

Key Responsibilities

  • •Oversee daily running of the employee contact centre, including resource planning and operational execution
  • •Monitor KPI performance (quality, efficiency, response times) and drive continuous improvement
  • •Coach, motivate, and support the team through performance reviews and development plans
  • •Handle complex or sensitive employee queries and escalations
  • •Collaborate with internal stakeholders to resolve issues, improve processes, and plan staffing and shifts aligned with demand

Key Requirements

  • •3+ years of experience in a contact centre environment
  • •At least 2 years in a people management role
  • •Strong leadership skills to coach, motivate, and develop teams
  • •Proven ability to manage performance metrics and drive improvements
  • •Excellent problem-solving and decision-making under pressure, with strong English communication skills
Experience:3+ years
Skills:LeadershipCoachingMotivationTeam developmentProblem-solvingDecision-makingCommunication
Languages:English

Company Brief

Aon
Global professional services firm providing risk, retirement, human resources, and insurance brokerage solutions to clients worldwide, including consulting, reinsurance, and data-driven risk management services.
Industry: Insurance
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: London, United Kingdom
Founded: 1982
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Glassdoor: 3.9
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