Site Director -Call Center Operations
Location: Lublin
Office attendance: Mostly on-site (occasional remote work possible)
Type of contract: B2B or Employment contract
About your future employer:
Our Client is a Polish provider of call center and customer service solutions, supporting well-known local brands. The company focuses on stable operations, service quality, and long-term client cooperation. The working environment is practical and operational, with clear processes and realistic expectations.
Operations Manager - Call Center
As an Operations Manager – Call Center, you will be responsible for managing daily operations and ensuring smooth service delivery. This role is well-suited for candidates with solid experience in call center operations who prefer a hands-on, operational position with direct impact on team performance and service quality.
Responsibilities:
- Manage day-to-day call center operations
- Supervise Team Leaders and support their development
- Monitor KPIs, SLAs, and service quality
- Support workforce planning and daily scheduling
- Ensure operational stability and adherence to procedures
- Identify and implement process improvements
- Cooperate with HR on recruitment and onboarding
- Support quality reviews and internal audits
- Act as a point of contact for operational issues
Qualifications:
- Experience in call center or customer service operations
- Previous role as Operations Manager, Senior Team Leader, or similar
- Experience managing teams and operational KPIs
- Good organizational and communication skills
- Practical, hands-on leadership approach
- Knowledge of Polish labor law is an advantage
- Experience with call center tools, CRM, or WFM systems is a plus
We offer:
- Stable cooperation: Employment contract or B2B
- Quarterly bonus scheme
- Flexible working hours
- Training programs, workshops, funded courses and free English classes
- Private medical care, life insurance, MultiSport card
- Internal promotions and real development opportunities
- Comfortable office environment
- Company events, referral program, and well-being initiatives