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2 months ago

Contact Center Manager (with Italian)

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 9 hours agoStatus: Live

Job Summary

Lead a ~15-person Employee Contact Centre in Kraków, overseeing daily operations, KPI performance, and staff development. Drive continuous improvement, handle escalations, coordinate with HR/TA, and shape employee experience in a hybrid, people-first environment through coaching, staffing, and data-driven insights.

Location: Krakow

Workplace: Hybrid

Employment Type: Full time

Job Function: Customer Support (Service Desk)

Seniority: Manager level

Key Responsibilities

•Oversee the daily running of the Employee Contact Centre, including resource planning and operational execution
•Monitor performance against KPIs (quality, efficiency, response times) and drive continuous improvement
•Coach, motivate and support your team – from performance reviews to development plans
•Handle complex or sensitive employee queries and escalations
•Collaborate with internal stakeholders to resolve issues and improve processes

Key Requirements

•Experience in a Contact Centre environment (min. 3 years), including at least 2 years in a people management role
•Strong leadership skills with the ability to coach, motivate and develop teams
•Proven ability to manage performance metrics and drive improvements
•Excellent problem-solving and decision-making skills, with a structured approach under pressure
•Very good English and Italian (written and spoken) and strong communication skills

Experience:3+ yearsCustomer service

Skills:LeadershipCommunicationProblem-solvingCoachingTeam development

Languages:EnglishItalian

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

Glassdoor: 3.9

Website LinkedIn Glassdoor

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