Operations Manager - Call Center

Location: Łódź

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

Why apply for an Antal job offer?

When your application is successful, you will be supported by a dedicated Consultant who will stay in regular contact with you (via email or phone), help you prepare for interviews with your future employer, and ensure a smooth and professional recruitment process.

About Antal

Antal is a leading recruitment and HR advisory company, present in Poland since 1996 and later expanded to the Czech Republic and Hungary. Across the CEE region, we employ around 150 professionals who deliver a full range of services – from specialist and executive recruitment, employee outsourcing and HR consulting, to employer branding and market research.

Our division-based structure combines deep industry expertise with functional specialisation, enabling us to provide tailored solutions for companies in every sector. We act as a trusted partner for both employers and candidates, sharing our knowledge and guiding them through every stage of the talent journey. We connect exceptional people with the right opportunities and help organisations build successful teams.