Consumer Contact Center Team Leader CZ&SK (Maternity Leave Cover)

Support bringing the right people in the right place.

At Electrolux, as a leading global appliance company, we strive every day to shape living for the better for our consumers, our people and our planet. We share ideas and collaborate so that together, we can develop solutions that deliver enjoyable and sustainable living.

Come join us as you are. We believe diverse perspectives make us stronger and more innovative. In our global community of people from 100+ countries, we listen to each other, actively contribute and grow together.

Join us in our exciting quest to build the future home.

Your Role:

You will be responsible for delivering a best‑in‑class brand and product ownership experience for consumers across all channels, including online, phone, email, and social media.

Additionally, you will coordinate the day‑to‑day work of the Consumer Contact Center Specialists and support 1st‑line agents in their duties and responsibilities. During peak periods, you will also act as backup for the information line.

What you’ll do:

• Organize and oversee the team’s daily operations: set clear goals, assign tasks, and actively motivate and support team members
• Assist the team in completing daily activities and achieving performance targets
• Monitor work quality against established standards and provide constructive feedback to our Agents
• Share daily results related to efficiency and service levels and with Manager discuss
• action steps
• Foster a high-performance culture by encouraging continuous improvement in both qualitative and quantitative results
• Drive service excellence by identifying training needs, delivering team training sessions, onboarding new team members, and conducting regular 1:1 meetings
• Proactively suggest and implement improvements to enhance team efficiency and overall performance
• Daily reporting of main KPI´s, capacity planning, in cooperation with CC Manager
• Daily monitoring of NPS of CC – and action steps – direct contact with clients, sharing results with the team and CC Manager
• Back up Contact Center Manager in case of absence (daily operation, meetings, projects)
• Attend/ implement projects related to CC, testing of new systems, implement new processes
• Coordinating activities with Contact Center Manager

Who you are:

• At least 2 years’ experience in a similar position in call center industry
• Czech or Slovak fluent, English – communicative
• Well-developed interpersonal skills and ability to build team engagement
• Focus on delivering high-quality customer service standards
• Excellent communication and written language skills
• General knowledge of processes and IT systems used in Contact Center industry
• Ability to learn fast in changing environment
• Ability to work in stressful situations with positive attitude
• Open minded, collaborative and proactive approach
• Goal-oriented and responsible for assigned tasks
• Excellent organization skills and ability to operate with lots of data
• Responsibility, diligence, and commitment to high work standards
• Proficiency in Office365 (Word, Excel, Outlook, MS Teams)

Where you’ll be:

You will be based in our Prague office and you will be part of our Contact Center team.

Benefits highlights:

• Great team atmosphere and chance to work in a global organization
• 25 days holidays
• 3 sick days per year
• Meal vouchers
• Sports activities allowance
• English language courses
• Hybrid working model (80% office, 20% home.)
• Allowance for home office
• Pension contribution

As part of the Electrolux Group, we will continuously invest in you and your development. There are no barriers to where your career could take you.