Job Title:
Operations Manager with Polish
Job Description
The Operations Manager I is responsible for coaching and supervising a group of Team Leaders. This position is also responsible for ensuring Client Service Level Agreement and financial expectations are achieved.
Essential Functions/Core ResponsibilitiesĀ
- Analyze and maintain all Client Service Level Agreements; implement improvement plans as needed
- Maximize revenue generation to reach long and short term financial projects (i.e. data collection for billable/non-billable hours, forecasting, budgeting, etc.)
- Selecting, training, developing, and managing performance of direct reports and their associates; including planning and assigning work for staff in accordance with the organizationās policies and applicable legal requirements
- Manage and review operational reports (Attendance adherence, PFP, Client scorecard, Metrics management reports)
- Create and maximize relationships with client partners
- Provide leadership and guidance to direct reportsĀ to ensure consistent administration of company policies and standards;Ā define and implement any corrective actions needed to meet operational performance
- Conduct regular one-on-ones with direct reports to review individual performance, the performance of their team and offer on-going developmental coaching
- Create a positive work environmentĀ through employee engagement; resolve employee relation issues in a professional and timely manner
- Participate in cross functional meetings to review information received from operational support functions - Training, HR, Quality, WFM, TA.- and partner to define action plans that resolve issues and drive continuous improvementĀ
- Implement best practices and over-deliver for clients, drive consistent performance, evaluate staffing needs, with input from BD and Client and make adjustments to meet changing requirements
- Attend business reviews with the client
- Handle a team of Team Leaders
Candidate ProfileĀ
- Associate's Degree in related field with + 3 years of experience in a similar position
- Call center experience preferred
- Strong verbal and written communication skills in Polish (at least B1) and English (C1)
- Demonstrated ability to coach and develop action plans, which maximize performance, and provide effective feedback
- Demonstrated ability to analyze and improve work processes; establish a course of action for self and others to accomplish a specific goal
- Work well under pressure and follow through on items to completion while maintaining professional demeanor
- Excellent communication skills, both written and verbal. Ability to effectively present information to internal and external associates
- Demonstrated ability to organize and prioritize projects in a fast-paced and deadline-oriented business environment
- Demonstrated ability to mentor, coach and provide direction to a team of employees
- Willingness to work a flexible scheduleĀ Ā Ā
What We Offer
- Comprehensive benefits package, including access toĀ MyBenefitĀ system, private healthcare (Luxmed), and life insurance.
- Access to e-learning platforms.
- Employee Assistance Program (psychological, managerial, legal, and financial counselling).
- Free language classes.
- Interesting events, contests, lotteries, and much more.
- Stable full-time employment based on an employment contract.
Location:
POL Katowice - Global Office Park, Building A2 Flrs 10 thru 13
Language Requirements:
English, Polish
Time Type:
2026-07-31
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