Engagement Centre Team Leader with German

BAT is evolving at pace - truly like no other organisation.

To achieve the ambition, we have set for ourselves, we are looking for colleagues who are ready to live our ethos every day. Come be a part of this journey!

SENIORITY LEVEL: Non-management

FUNCTION: Marketing

LOCATION: Warsaw, Poland

TYPE OF CONTRACT: Permanent

                BENEFITS

• Private Medical Subscription and Life Insurance
• Fitness, Wellness and Mental Health benefits
• Learning & Development programs
• Hybrid work

ROLE POSITIONING AND OBJECTIVES

The Engagement Centre is fully dedicated to deliver a world class customer service to our consumers and distributors in the US. We provide multi-channel support and have the best team of people ready to assist them. Your primary role as a Team Leader is to lead, mentor and guide our team of agents. In addition, you will also be responsible for providing instruction and feedback to the consumer relations team.

Become a vital part of our Engagement Centre team at British American Tobacco and play a pivotal role in delivering exceptional experiences to our customers. Explore exciting opportunities to grow both personally and professionally.We’re waiting for you to apply so you can discover how you can be part of a team that thrives on meaningful engagement and customer satisfaction.

Seize the opportunity to shape the future of customer interactions with BAT's Engagement Centre!

WHAT YOU WILL BE ACCOUNTABLE FOR

• Overseeing, running, and managing the daily operations of your team.
• You will be handling escalations from clients and customers while acting as a first point of contact for call center agents.
• Developing shift schedules for your team, in coordination with Shift Coordinator.
• Conducting regular reviews of your team will help you become a key contributor to the centre’s growth by identifying opportunities of improvement.
• You will also have a good understanding of all organization products services, procedures and guidelines and communicate them to the team members.

ESSENTIAL EXPERIENCE, SKILLS AND KNOWLEDGE

• Proficiency in German and an advanced level of English.
• Previous experience as a supervisor, team leader or in other similar position.
• Proven leadership skills and the ability to motivate the team, keeping it engaged.
• Experience of contact centre best practices.
• Demonstrated organizational skills.

WE ARE BAT

At BAT we are committed to our Purpose of creating A Better Tomorrow. This is what drives our people and our passion for innovation. See what is possible for you at BAT.

• Global Top Employer with 53,000 BAT people across more than 180 markets.
• Brands sold in over 200 markets, made in 44 factories in 42 countries.
• Newly established Tech Hubs building world-class capabilities for innovation in 4 strategic locations.
• Diversity leader in the Financial Times and International Women’s Day Best Practice winner.
• Seal Award winner – one of 50 most sustainable companies.

BELONGING, ACHIEVING, TOGETHER

Collaboration, diversity and teamwork underpin everything we do here at BAT. We know that collaborating with colleagues from different backgrounds is what makes us stronger and best prepared to meet our business goals. Come bring your difference! #LI-AP1