HR Contact Center Team Lead

Fresenius Medical Care is a people business. Our success depends on having the best and brightest employees, and helping them attain their personal and professional goals while delivering excellence in patient care and business results. Our employees embody our culture which is based on core values supporting our promise to improve the quality of life of every patient every day. These core values are: We Care. We Connect. We Commit.  

Job Description

Team & Service Management

• Manage and assist Contact Center agents and supporting infrastructure.
• Ensure high-quality internal and external customer service.
• Maintain service quality according to defined SLA and KPI targets.
• Allocate resources, perform capacity planning and provide operational support to the team.
• Provide hands-on operational support when required.
• Support transformation and transition activities.
• Act as escalation point for complex operational issues.
• Coordinate with Tier II support teams and HR stakeholders.

Personal and Team Development

• Develop and coach team members.
• Support employee development and knowledge sharing.
• Build and maintain technical and functional expertise within the team.
• Ensure effective communication and collaboration.

Documentation & Monitoring

• Maintain documentation of HR policies, practices, processes and systems.
• Monitor operational performance against SLA and KPI targets.
• Monitor incidents, problems and issue resolution.
• Produce management reports and improvement recommendations.
• Ensure process documentation remains up to date.

Quality, Legal & Compliance

• Follow all relevant Fresenius Medical Care policies, procedures and standards.
• Ensure compliance with internal governance requirements.
• Support continuous improvement and audit readiness.

Our requirements: 

• Bachelor's degree preferably in HR management, economics or a related field
• At least 5 years of relevant professional experience in the field of HR or a related field
• Experience as a team leader
• Experience of working in a shared services environment (HR Shared Services preferred)
• Several years of professional experience in an international company
• Fluent German (C1) and proficient English (B2)
• High attention to detail, accuracy and confidentiality when handling employee data
• Ability to manage multiple priorities and meet strict deadlines
• Strong customer service and communication skills with the ability to collaborate across functions
• Experience with HRIS system like Workday (or similar), case management tools (Dovetail or ServiceNow)
• Computer skills with knowledge of Microsoft Office

Our offer:

• Flexible working hours (start between 6:30 a.m. - 10 a.m.)
• Hybrid working mode (min. 2 day per week in the office)
• Private medical care in LuxMed,
• PZU life Insurance (voluntary insurance)
• Unlimited international travel Insurance (with a global range)
• Benefits System platform (120 points / month for multisport card, cinema tickets, online shopping etc.)
• Language courses reimbursement (up to 70% of course reimbursement)
• Studies reimbursement (up to 50% of study reimbursement)
• Work abroad possibility (up to 30 days / year)
• Recommendation program (2000 PLN or 2500 PLN for successful recommendation)
• Holiday allowance (up to 1000 PLN / year)
• Childcare refund (up to 1200 PLN / year)
• Glasses and contact lenses reimbursement (500 PLN every 2 years)
• Occasional gifts (e.g. 1st year anniversary gift)
• Office team building activities and events