Site Lead - Call Center Operations

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 fast-growing leader in CX and BPO services. The company combines deep industry know-how with modern AI-driven solutions. It supports well-known Polish and international brands by delivering large-scale, technology-enabled customer service. As part of a large international business services group, Our Client offers a stable environment with strong growth ambitions.

We are currently looking for an experienced leader to take full ownership of one of our key operational sites.

Site Lead - Call Center Operations

As a Site Lead -Call Center Operations, you will be fully responsible for the performance of the Operations Center. You will manage people, finances, clients, and processes, and play an important role in shaping the company’s future growth.

Responsibilities:

• Full responsibility for site P&L, budget, profitability, and forecasts

• Manage budgets for operations and projects

• Build long-term relationships with key clients

• Identify upsell and growth opportunities

• Act as a trusted advisor on process improvement

• Ensure smooth daily operations in line with contracts, SLAs, and quality standards

• Improve efficiency, automation, and cost optimization

• Set and maintain high customer experience standards

• Oversee quality control, audits, and process improvements

• Lead and develop management and operational teams

• Workforce planning, recruitment, performance reviews

• Support managers with expertise and decision-making

• Create a safe, well-organized, and motivating work environment

• Support the Management Board with operational insights and decisions

• Contribute to new services and business development

• Represent the company to clients, partners, and candidates

• Cooperate closely with IT, HR, Finance, Sales, Analytics, and top management

• Manage local vendors and service providers

• Ensure compliance with health & safety, fire, environmental, and data protection regulations

Qualifications:

• Several years of experience in BPO / Call Center in senior leadership roles

• Proven experience managing large teams, operations, and projects

• Strong understanding of the CC/BPO market and trends

• Experience with P&L, budgets, and commercial responsibility

• Very good knowledge of Polish labor law and GDPR

• Strong leadership, decision-making, and communication skills

• Ability to work under pressure and manage change

• Experience with contact center technologies, CRM, AI solutions

• Strong analytical, reporting, and presentation skills

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.