Team Lead - Customer Support Centre

Choosing Capgemini means choosing a company where you will be empowered to shape your career in the way you’d like, where you’ll be supported and inspired by a collaborative community of colleagues around the world, and where you’ll be able to reimagine what’s possible. Join us and help the world’s leading organizations unlock the value of technology and build a more sustainable, more inclusive world.

YOUR ROLE

YOUR TASKS

• Lead, supervise, and motivate a team of Customer Support Representatives to achieve service-level, quality, productivity, and customer satisfaction targets.
• Monitor daily operations, manage workloads, allocate tasks, and ensure timely resolution of customer inquiries and escalations.
• Provide coaching, feedback, and performance support to team members through regular one-to-one discussions, call/chat/email quality reviews, and development plans.
• Track and review key performance indicators such as response time, resolution rate, quality score, customer satisfaction, attendance, and productivity.
• Collaborate with internal stakeholders, support teams, and management to resolve operational issues and improve service delivery.

YOUR PROFILE

• Previous experience in a Team Leader, Supervisor, SME, Quality, or Senior Customer Support role.
• Fluent German and English skills at C1 level, both written and spoken.
• Strong leadership, coaching, and people management skills.
• Excellent customer focus and ability to manage sensitive or escalated customer situations.
• Good analytical ability to review performance data and identify improvement areas.
• Ability to work in a fast-paced support environment while maintaining quality and compliance standards.
• Working knowledge of contact centre tools, CRM systems, reporting dashboards, and Microsoft Office applications.

What You'll love about working here

• Well-being culture: medical care with Medicover, private life insurance, and Sports card. But we went one step further by creating our own Capgemini Helpline offering therapeutical support if needed and the educational podcast "Let's talk about wellbeing" which you can listen to on Spotify.
• Access to over 70 training tracks with certification opportunities (e.g., GenAI, Excel, Business Analysis, Project Management) on our NEXT platform. Dive into a world of knowledge with free access to Education First languages platform, TED Talks and Udemy Business materials and trainings.
• Continuous feedback and ongoing performance discussions thanks to our performance management tool GetSuccess supported by a transparent performance management policy.
• Enjoy hybrid working model that fits your life - after completing onboarding, connect work from a modern office with ergonomic work from home, thanks to home office package (including laptop, monitor, and chair). Ask your recruiter about the details.

Get to know us

Capgemini is committed to diversity and inclusion, ensuring fairness in all employment practices. We evaluate individuals based on qualifications and performance, not personal characteristics, striving to create a workplace where everyone can succeed and feel valued.

Do you want to get to know us better? Check our Instagram — @capgeminipl or visit our Facebook profile — Capgemini Polska. You can also find us on YouTube. 

About Capgemini

Capgemini is the business transformation partner for enterprises in the age of AI. We help organizations imagine and build an intelligent, sustainable future, combining AI, technology and human ingenuity to transform how they operate, innovate and grow. With unique end-to-end capabilities spanning strategy, technology, engineering and intelligent operations, we bring together deep industry expertise and market-leading capabilities in AI, cloud and data to turn ambition into measurable business outcomes at scale. Supported by a robust ecosystem of partners and nearly 60 years of expertise, Capgemini is a responsible and diverse global organization of over 410,000 team members in more than 50 countries. The Group reported 2025 revenues of €22.5 billion.

Make it real | www.capgemini.com