Informacje o stanowisku

• Provide leadership and direction to Team Managers, ensuring operational KPIs are consistently met,
• Conduct regular performance reviews and 1:1s, supporting growth and development of direct reports,
• Manage absenteeism and attrition across teams, implementing corrective actions where necessary,
• Oversee campaign migrations and onboarding of new projects,
• Maintain strong client relationships at an operational level: reporting, escalations, change management,
• Analyze and present operational and financial results to both clients and senior management,
• Ensure budget targets, revenue, and EBITDA are achieved, including accurate invoicing of billed hours,
• Coordinate audits, compliance checks, and action plans to address quality improvements,
• Foster a culture of open communication, accountability, and recognition within the teams.

• Minimum 2–3 years of experience in a BPO/contact center environment, preferably in an Operations Manager or similar role,
• Proven background in managing customer service operations and achieving KPI targets,
• Advanced proficiency in German and English (C1) – spoken and written,
• Strong interpersonal, leadership, and coaching skills,
• Solid analytical and financial acumen with experience in P&L management,
• Ability to handle client escalations, build trust, and act as a business partner,
• Excellent organizational skills with the ability to prioritize and manage multiple projects,
• Dependable, proactive, and able to work with minimal supervision.

• Stable employment in a growing international organization,
• Quarterly performance bonuses tied to KPI achievements,
• Relocation package of PLN 5,500 for candidates moving to Gdańsk,
• Attractive benefits: Multisport card, private medical care, life insurance, holiday allowance, eyewear subsidy,
• Development opportunities: access to internal training platforms,
• A people-focused culture that values teamwork, open feedback, and continuous improvement.

Gdańsk - Oferty pracy w okolicznych lokalizacjach