Bartosz Blach Contact

Customer Service Team Leader

BartoszBlach

I lead a team of 30 customer service agents in a BPO environment. I'm responsible for operational performance, client KPIs and high service quality.

Get in touch Download CV (PDF)
30agents in the team
2quarters with the Best Support Award
C1English level
Bartosz Blach
Concentrixsince 2024
Best Support AwardKatowice Site

Profile

I combine working with people and working with data: coaching, performance monitoring, client communication and data-driven decisions.

My key metrics are AHT, CSAT, Quality and SLA. The Best Support Award, received for two quarters across the Katowice Site, reflects strong performance, commitment and contribution to operational excellence. I use Power BI, CRM systems, SAP, Microsoft Excel and AI tools to analyze results, identify performance gaps and support continuous improvement.

Experience

From customer service agent to Team Leader of 30 people in four months.

  1. Nov 2024Team LeaderConcentrix
  2. Sep 2024Deputy Team LeaderConcentrix
  3. Jul 2024Customer Service AgentConcentrix
  4. Jun 2023Purchasing AssistantNexteer Automotive
Nov 2024 – present · Katowice

Customer Service Team Leader

Concentrix CVG International

  • Team

    Leading a team of 30 customer service agents in a fast-paced BPO environment.

  • KPI

    Managing daily team performance across AHT, CSAT, Quality and SLA targets.

  • Analysis

    Monitoring real-time operations, identifying performance gaps and implementing corrective actions.

  • Coaching

    Conducting 1:1 feedback sessions, coaching conversations and performance reviews.

  • MBR

    Preparing and presenting team results during Monthly Business Reviews.

  • Client

    Discussing KPI trends, service quality and improvement actions with client stakeholders.

  • Data

    Using Power BI, CRM systems, SAP and Excel to track results and support data-driven decisions.

  • Culture

    Supporting onboarding and knowledge sharing, and building a culture of ownership and clear communication.

Sep – Oct 2024 · Katowice

Deputy Team Leader

Concentrix

  • Tracked KPIs and quality metrics, supported reporting.
  • Helped manage scheduling and shift adjustments.
  • Analyzed CSAT to find pain points and improvements.
Jul – Sep 2024 · Katowice

Customer Service Agent

Concentrix

  • Handled inbound calls on products, services and accounts.
  • Solved technical and account issues.
  • Met AHT and CSAT targets.
Jun – Sep 2023 · Tychy

Purchasing Assistant

Nexteer Automotive

  • Issued and distributed purchase orders.
  • Monitored past-due orders and deliveries.
  • Resolved incorrect invoices and orders.
  • Supported the Operational Buyer.
Commodities
  • Plastic
  • Rubber
  • Fasteners
  • Fluid
  • Grease
  • Springs
  • Treatments
  • Tubing
  • Cold forming
  • Machining

How I work with results

  1. 01

    Monitor

    I track team results in Power BI, CRM systems, SAP and Excel.

  2. 02

    Analyze

    I identify where the performance gaps are.

  3. 03

    Act

    I implement corrective actions and run coaching, feedback and 1:1 reviews.

  4. 04

    Report

    I present results at the Monthly Business Review and align with the client.

The metrics I'm responsible for

AHT

Average Handle Time

The average time an agent spends handling a case.

CSAT

Customer Satisfaction

How satisfied customers are after contacting the team.

Quality

Quality Monitoring

Service quality, checked through quality monitoring.

SLA

Service Level Agreement

The service level agreed with the business client.

Best Support Award

Awarded for two quarters across the Katowice Site

Recognition of strong performance, commitment and contribution to operational excellence.

Skills

People

  • Team Leadership
  • Coaching & Feedback
  • Performance Management

Operations

  • KPI & SLA Management
  • Customer Service Operations
  • Quality Monitoring

Client and data

  • Client Communication
  • Data Analysis

Tools

  • Power BI
  • CRM Systems
  • SAP
  • Excel
  • Office 365
  • AI tools

Education

Oct 2024 – present

Humanitas University

Management

Jul 2025

Leader 4.0: New Competencies in the Digital Era

Course

Languages

Polishfluent
Englishlevel C1
Germanlevel A1

Beyond work

Work-life balance matters a lot to me. Time away from the desk keeps me focused, calm under pressure and full of energy for the team.

  • Ice hockey

    I used to play ice hockey professionally. Team sport taught me discipline and how to perform as part of a team.

  • Sport and activity

    Sport is still my passion and the way I recharge after work.

  • Video editing

    After hours I edit video content for companies’ social media. bartoszblach.pl

Companies that trusted me

concentrix.com ↗
polish.nexteer.com ↗

Let's talk

Roles I'm interested in
  • Customer Service Team Leader
  • Project Coordinator
  • Account Manager
  • Junior Project Manager

Katowice and the Silesian Voivodeship (Śląskie), or fully remote.

LocationTychy, Silesia, Poland
Download CV (PDF)