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Shell Business Operations
Data aktualizacji: 2020-03-30
Kraków, małopolskie
BPO/SSC, Obsługa klienta
Data aktualizacji: 2020-03-30 Aplikuj
Shell Business Operations
Customer Support Team Leader
Royal Dutch Shell is a global group of energy and petrochemicals companies, operating in over 80 countries and territories and employing more than 90,000 people. Our core values of Honesty, Integrity and Respect for People define who we are and how we work. Royal Dutch Shell has developed a global network of Shell Business Operations to provide first-class services to Shell companies across the world.

Shell Business Operations (SBO) Krakow sits at the centre of Shell’s global businesses, providing an operational backbone to our essential business functions. Working in a vibrant community with strong values and a supportive culture, an SBO-Krakow job will offer the chance to build a lasting and meaningful career. As one of six Business Service Operations centres, located worldwide, a job in Krakow will give you the chance to interact and work with people across the world, helping to deliver excellent support to business clients and internal stakeholders as well as advanced financial operations.

Customer Support Team Leader
Customer Support Team Leader
Work location: Kraków

Job description:

You will be responsible for the leadership, performance and management of a team of Customer Support Specialists.  Develop and empower staff, recruit talent, communicate performance status to leaders and manage key business partner relationships.  Identify and lead process improvement opportunities, ensuring SLAs and KPIs are achieved and compliance with relevant regulations, in particular Tax related.


Principal Accountabilities:

  • Lead and manage a team of up to 10 Customer Support Specialists, provide leadership support and coaching to team

  • Support team member development and actively manage succession planning

  • Be accountable for the overall performance of team members and the team, positively recognising excellent performance and effectively managing any underperformance

  • Ensure all KPIs defined for the team are met, and team members are equipped with the knowledge, skills and support to perform them effectively

  • Champion Customer 1st and Sales Excellence culture and the behaviours required within the team to deliver an exceptional customer experience

  • Proactively liaise with other business stakeholders involved in operational processes (e.g. Sales, Marketing, Finance Operations, Credit, Retail) making sure performances and SLAs are met

  • Comply with all tax, legal and fiscal regulations for the local market

  • Use Continuous Improvement tools such as visual management, leader standard work, and the versatility matrix to support daily operations management

  • Build strong relationships with Account Managers and Sales Leaders

  • Liaise regularly with business stakeholders to ensure the team has access to all relevant information to perform effectively in their roles

  • Support Account Managers in business reviews

  • Cooperate closely with Marketing to ensure proper utilisation of the CVPs for customers



  • Hands-on experience in Customer Operations or Sales is highly desirable

  • Experience in coaching and developing others

  • University degree preferred (Business related major) or equivalent experience

  • Has proven leadership track record

  • Proven ability to manage multiple priorities to meet Stakeholder expectations

  • Able to put Customer centricity at the heart of the role, inspiring a team to deliver an exceptional Customer experience

  • Able to apply Continuous Improvement behaviours to lead improvement initiatives

  • Demonstrate relationship building skills, across several levels, including Customers team members and business partners

  • English min. C1


Number of Vacancies:


Benefits of working at Shell:
  • Meaningful work in a company that is universally respected as a truly global energy leader (one of the world’s biggest companies according to Fortune Global 500)
  • Unique opportunity to fulfill your potential with personal and professional development programs
  • Work in a smart and motivated team within a supportive and inclusive culture with strong values
  • Attractive salary and bonuses
  • Complex medical care and individual life insurance
  • Sports programme & facilities e.g. Multisport Benefits Card, vouchers for free time activities
  • Good atmosphere at work and comfortable working environment: own canteen and a few relax rooms
  • Opportunity to participate in social and community projects

Shell is an Equal Opportunity Employer