Customer Service Supervisor - Poland and Czech Republic

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*** Polish Version below*** We are looking for an experienced and motivated Customer Service Supervisor to join our Global Customer Service team supporting local markets within the subregion in Global Customer Service - Northern Europe. This critical role involves overseeing, coaching, and developing a multi-location customer service team, while managing transformation and improvement initiatives across the region. In addition to overseeing day-to-day operations, this role requires experience in building and scaling multi-location teams and formal project management certification and experience supporting regional transformation projects. This position is based in Warsaw, Poland. Let's talk about the role: As a Customer Service Team Leader, your primary responsibility will be to coach your team to achieve exceptional customer service outcomes. You will provide clear instructions, overseeing daily operations to ensure your team operate optimally and adhere to ResMed's customer service standards and compliance requirements. Your role will also focus on operational improvements to enhance customer interactions and streamline service delivery. You will serve as a key link between your team and your manager, fostering a supportive team environment, and encouraging continuous improvement. Your focus will be on ensuring your team consistently meets performance targets and customer expectations within your area of responsibility. Let's talk about Responsibilities: Leadership and Team Management Oversee, coach, and motivate a team of customer service representatives across your assigned market, fostering professional growth and a culture of high performance. Coordinate and organise team capacity, including vacation and shift planning, and ensure balanced workloads to maintain business continuity. Conduct regular one-to-one meetings, performance reviews, and coaching sessions. Organise and facilitate regular team meetings, sharing updates, best practices, and reinforcing a positive team culture. Performance and Operations Ensure efficient daily operations, coordinating workflow and partnering with workforce management to optimise resource allocation. Monitor KPIs, service levels, and dashboards (including scorecards and case management performance) to support the delivery of high-quality service. Handle customer escalations within your team, escalating to management when needed. Identify opportunities for reducing manual tasks and manage continuous improvement projects t o support process optimisation. Process, Quality and Improvement Support implementation of new processes and systems within your subregion. Conduct quality assurance checks and provide feedback to improve customer interactions. Promote continuous improvement by identifying inefficiencies and promoting lean, digital, and sustainable practices. Ensure compliance with relevant regulatory requirements and company quality objectives. Collaboration and Stakeholder Engagement Partner with Regional Revenue, Product and Marketing and other internal teams (i.e. Distribution, Finance, Technical Support) to resolve customer issues and support smooth operations Provide regular reporting to your regional Global Customer Service Manager and coordinate performance improvement initiatives within your team Ensure clear two-way communication between your team and management. Employee Development and Training Identify training needs and support development plans and career pathways for team members. D eliver or coordinate training sessions for new processes and new hires. Promote personal and professional growth aligned with business and individual goals. When required, support recruitment for roles within your team, in line with our values and behaviours Team Engagement Celebrate achievements, encourage feedback, and maintain an inclusive environment where ideas are valued. Strengthen team engagement by recognising contributions and maintaining high morale. Regional Transformation & Project Management Manage regional transformation initiatives and projects, from planning through to execution. Act as a change leader, embedding new processes and digital solutions. Let's talk about Qualifications and Experience: Required : Proven experience in a customer service team leader or supervisory role, with a strong track record of managing teams to achieve high performance. Proven experience in multi-location team leadership. Project management certification (PRINCE2, PMP, or equivalent). Demonstrable experience leading small to mid size regional transformation projects. Demonstrable experience in handling complex customer issues and escalations. Strong understanding of customer service processes and performance metrics. Exceptional communication, interpersonal, and leadership skills. 3-6 years of relevant customer service experience, preferably within your region. Strong understanding of customer service processes, KPIs, and performance management. Prof

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