Senior Supervisor

Take on a role with real purpose — and help build a brand-new team from the ground up.
We are creating a new Travel assistance team in Ostrava, which will be taking over key processes and responsibilities from our colleagues in Germany. As a Senior Supervisor, you will play a central role in shaping our future Operations department.

We’re looking for someone who can ideally start on March 1st and who is ready to take responsibility, motivate others, and drive continuous improvement. The person will be responsible for managing a broader scope of activities, operational performance, and the professional development of supervisors and team members. The person will oversee complex cases and escalations, and actively contribute to strategic initiatives. If you’re excited by the idea of combining leadership with purpose and helping establish a new operational hub in Ostrava, this role is the right fit for you.

Responsibilities:

• Monitoring and analysing performance across the platform, teams, and supervisors.
• Driving improvement initiatives and leading actions to enhance quality, productivity, and customer experience.
• Providing structured feedback and coaching to supervisors and team members.
• Taking an active role in defining daily routines, workflows, and long-term processes of the platform.
• Overseeing incentive schemes, evaluating their effectiveness, and proposing modifications.
• Organizing regular meetings with supervisors and their teams, and leading communication across multiple teams.
• Ensuring a positive working environment, promoting motivation, collaboration, and team spirit.
• Managing complex and sensitive cases and acting as the primary escalation point.
• Adapting workflows and processes to operational needs, business requirements, and methodologies.
• Leading coordination with other internal departments and supporting cross-functional initiatives.
• Communicating business priorities to the team and ensuring alignment with agreed standards.
• Supporting projects, supervising their implementation, and reporting progress to management.
• Preparing periodic reports, analysing trends, and identifying areas for improvement.
• Participating in recruitment processes for supervisors and key operational roles.
• Acting in accordance with company values and promoting them across the team.
• Monitoring and managing operational budgets, ensuring all expenses are within allocated limits.
• Ensure full compliance with company policies, regulatory requirements, and industry standards.
• Ensure active participation in internal and external audits, providing necessary clarifications.
• Representing AXA externally

Skills & experience:

• Minimum secondary education, university education is advantage.
• Czech or Polish language at a native level.
• Fluency in German (C1 level or native speaker).
• Good command of English (minimum level B2).
• Proven experience in customer interaction, service quality, and operational delivery.
• Strong analytical thinking and ability to work with data.
• Advanced MS Office and PC skills
• Excellent communication skills
• Customer orientation and empathy
• High level of responsibility, reliability, and personal integrity.
• Stress resistance and ability to thrive under pressure.
• Proven leadership skills with experience managing Supervisors, TeamLeaders or larger teams for 3+years.
• Strong decision-making ability with ownership of outcomes.
• Ability to motivate others, promote teamwork, and drive performance.
• Experience in insurance, client service, or B2C assistance is an advantage
• Experience in process improvement or project coordination is an advantage.

We offer:

• Language surcharge 10 000 CZK
• Quarterly bonuses up to 15% of the gross monthly salary
• 25 days of vacation
• Meal vouchers worth 150 CZK from day one
• Home office 2 days per week (after training), including full equipment (laptop, monitor, docking station, etc.)
• Smart working allowance (750 CZK/month)
• MultiSport or Pluxee Flexi Pass (500 CZK/month contribution)
• Telemedicine – 24/7 online medical support for you and up to five family members
• Pension contribution (1,000 CZK/month)
• Fully covered life insurance
• Free European travel insurance, including coverage for extreme sports and roadside assistance
• Development programs and courses, including access to LinkedIn Learning
• A friendly team of colleagues
• Office refreshments
• ... and much more (discounts at our partners etc.)

Thank you in advance for your interest in this position. We will get in touch with selected candidates at the beginning of January, following the holiday period.