Operations Manager for European Markets

We are seeking a skilled Project Manager to join our team at a leading company operating across multiple European markets.

Essential Functions/Core Responsibilities:

• Analyze and maintain all Client Service Level Agreements; implement improvement plans as needed.

• Maximize revenue generation to meet financial objectives, including data collection for billable/non-billable hours, forecasting, and budgeting.

• Select, train, develop, and manage the performance of direct reports and their teams, planning and assigning work in line with organization policies and legal requirements.

• Manage and review operational reports, including attendance adherence, client scorecards, and metrics management.

• Build and maintain strong relationships with client partners.

• Provide leadership and guidance to ensure consistent administration of company policies and standards; define and implement corrective actions to meet operational performance.

• Conduct regular one-on-ones with direct reports for performance reviews and developmental coaching.

• Foster a positive work environment through employee engagement, resolving employee relation issues professionally and promptly.

• Participate in cross-functional meetings with teams such as Training, HR, Quality, WFM, and TA to define action plans for continuous improvement.

• Implement best practices, evaluate staffing needs, and make adjustments to meet client requirements.

• Attend business reviews with clients.

• Manage a team of team leaders.

  
  

Candidate Profile:

• Experience in call centers, preferably in international markets.

• English C1 + any other European language is a plus

• Proven ability to coach and develop action plans to maximize performance and provide effective feedback.

• Skilled in analyzing and improving work processes to achieve specific goals.

• Ability to work well under pressure, maintaining a professional demeanor.

• Excellent communication skills in both written and verbal forms, with the ability to present information effectively.

• Strong organizational and prioritization skills in a fast-paced, deadline-oriented environment.

• Demonstrated ability to mentor, coach, and provide direction to a team.

• Willingness to work from our office in Katowice.

What we offer

• Comprehensive benefits package, including access to MyBenefit 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.

• Work in a modern office at Global Office Park, right in the heart of Katowice.