Communication Contact Center Lead

YOUR ROLE

The Lead works closely with Corporate Communications and Global Business Services (GBS) to oversee the day-to-day operations of the stakeholder engagement team, currently known as the contact center team. The role ensures high-quality handling of inbound phone calls, emails, and social media comments, supported by applicable tools. Responsibilities include workflow coordination, quality oversight, escalation support, performance tracking, and team coaching to meet service and response standards across channels.

As a newly created position, this role offers a unique opportunity to shape the function’s future operating model and build a new team from the ground up. The Lead will establish effective processes, clear ways of working, and a strong service culture from the outset.

The Lead and the team represent Bayer to the public across every engagement channel. Because inquiries can come from anyone, anywhere, and on any topic, the role requires confidence in handling both routine product questions and reputationally sensitive or hostile comments, sometimes within the same shift.

YOUR TASKS AND RESPONSIBILITIES

• Lead a global stakeholder engagement team delivering support across phone, email, and social channels.
• Oversee day-to-day operations. Ensure timely, effective responses by managing workflows and priorities across channels based on urgency and topic sensitivity.
• Maintain high-quality, compliant stakeholder interactions aligned with Bayer's brand and communication standards.
• Become the first point of contact to manage escalations and mitigate risk for sensitive or complex stakeholder issues.
• Lead the assessment, qualification, triage, and routing of inbound inquiries, ensuring appropriate handling and escalation of requests related to Pharmacovigilance, Data Privacy, Legal, Security, Media, and reputational issues.
• Support community management activities across social media platforms, including moderation, issue identification, reputation management, and handling of sensitive public-facing interactions.
• Use performance insights and KPIs to improve service quality and operational efficiency.
• Develop and empower a high-performing global team. Coach and develop Associates, Senior Associates, and Experts across teams in Gdańsk and Costa Rica.
• Foster strong collaboration across Communications, Analytics, Community Engagement, and agency partners.
• Provide reporting and insights to support operational excellence and informed decision-making.

QUALIFICATIONS

• Background in Communications / Social Sciences / Business Management, or Project Management.
• Team coordination or lead experience in a front-office / customer relationship or contact-center environment, ideally including experience with escalations or crisis-adjacent content.
• Experience training, coaching, and developing teams, including quality assurance oversight and process standardization.
• Comfort operating with ambiguity and incomplete information; sound judgment under time pressure.
• AI fluency, with interest in applying AI tools to volume analysis, triage, and content support.
• Fluent in English; German and/or Spanish are highly desirable given the team's location coverage and language requirements for the team.

At Bayer, we are committed to transparency, equal pay for equal work or work of equal value, and objective reward practices.

The minimum gross monthly salary for this role is 15 600 PLN. The final salary will be determined based on objective factors such as professional experience, qualifications, scope of responsibility.

This position is eligible for variable pay components, such as annual or performance-based bonuses, awarded in accordance with the applicable employee group, role scope, and compensation structure.

In addition, Bayer offers a competitive and holistic benefits package, including:

- Supplementary medical services

- Flexible benefits supporting leisure and well-being

- Life, accident, and disability insurance

- Employer-supported pension plans

- Home office allowance to support hybrid or remote work

- Extra paid leave

Benefits may vary depending on role and employment conditions.

Location:

Poland : Pomorskie : Gdańsk

Division:

Enabling Functions

Reference Code:

889769