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Customer Service

Team Leader IRS

  • Warszawa - ul. Łopuszańska 12 A, HQ; Warszawa, Poland
  • Customer Service
  • Full time
  • Added


Avis Budget Group doesn’t just rent cars. We’re changing the way people move. We are 'Connecting You To More'.

Across our world-leading brands - Avis, Budget, Zipcar and Payless - we’re continually harnessing the latest technology to develop integrated products and services that will offer entirely new travel possibilities with more convenience and flexibility than ever before.



  • Understands the business strategy and translate onto business department/ employee level;
  • Create the alignment within the organization how to implement action plans
  • Understands and communicates Assistance related projects and priorities in the Team
  • Proactively identify and support new IT and process solutions, proposals to leverage the maturity of service delivery

Service Delivery:

  • Has overall knowledge of the processes of the given service.
  • Contributes to improve the quality and efficiency of the services and to develop the processes.
  • Ensures the continuous operation of the section entrusted to him or her while maintaining an efficient management of resources.
  • Leads or participates in department projects as required.
  • Ensures high-level performance in his or her section in order to attain established service requirements and objectives (SLA).
  • Communicates expectations, goals, targets and KPIs to the delegated team.
  • Monitors and make proposal for the improvement of key performance indicators (KPIs).
  • Ensures written processes are up to date.
  • Ensures operation is compliant with all relevant regulations such as PCI, SOx. Internal process controls
  • Ensures executive escalations are resolved with highest priority.
  • Build trust and rapport with all levels of internal and external employees and interact positively and professionally
  • Maintains regular contact with key internal partners, evaluates and understands their needs, provides information concerning everyday operation.
  • Escalation focal point for the partners related to all assigned process related escalations

High Performance Behaviours:

  • Be a role model for each of the High Performance Behaviours and integrate these into everything you do from interviewing, coaching, and performance management.

People Management:

  • Sets team objectives and individual objectives to each member of his/her team.
  • Set clear expectations to team members on required knowledge and skill level and ensure functional training is in place.
  • Manages the performance of the team and the Performance Management Appraisals within the managed functional area.
  • Motivates colleagues with continuous feedback and coaching in order to reach business and personal objectives. Plays a key role in developing and coaching team members.
  • Identifies potential talent in the team. Ensures succession planning is in place.
  • Responsible to select new employees best fits to job according to job skill profile and strive to retain well performing employees.
  • Responsible for on boarding of new joiners including check point assessment.
  • Develops and/or propose decision on low performers.
  • Ensures one to one discussions are regularly held for the direct reports.
  • Carries out administrative tasks delegated to him/her.
  • Implement workforce plan, allocate and administer resources (holiday, time sheet, work schedule).
  • Executes backup mechanism (ensuring that there is proper coverage of processes at any time).


  • Degree – BsC or MsC level - 
  • Fluent in the languages of the partner country – German C2
  • Fluent English Level. At least on a Level - C1
  • Fluent polish language will be beneficial
  • Professional qualification preferred
  • 2 years +’ experience of working in Multi Site, Multi-Country Fast Paced Corporation
  • at least 2 years people management experience
  • Knowledge of the BSC/SSC systems and processes is an advantage
  • Ability to travel within a designated region in case of need
  • Ready to work in a 24 hours/365 day operation team


Airport Ops

How are we connecting you to more?

Whether it’s a leisure or business trip, we help people come together during those times that matter most to them. Avis Budget Group is the global leader in car rental services and home to Zipcar, the world’s leading car-sharing network. No matter where customers are in the world, we can offer them a mobility solution tailored to their needs. Want to join us? Discover more of the moments that matter in a career with us.

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