Operations Manager with Polish

We are looking for a motivated and supportive Operation Manager to guide Team Leaders working on an exciting project within the tobacco industry, focused on tobacco heating devices.

Responsibilities 

• Client Agreements: Monitor and uphold client service agreements; improve as necessary.

• Revenue Maximization: Focus on increasing revenue through data collection, forecasting, and budgeting.

• Team Management:  Lead a team of Team Leaders. Oversee their training, and performance, plan and assign work according to policies and legal guidelines.

• Operational Reporting: Manage and evaluate reports on attendance, performance, client feedback, and other metrics.

• Client Relationships: Build and enhance partnerships with clients.

• Leadership: Guide and support team to ensure adherence to company policies; implement corrective actions for optimal performance.

• Performance Reviews: Conduct regular meetings with team for performance assessment and coaching.

• Positive Environment: Foster a supportive work culture through engagement and conflict resolution.

• Collaboration: Engage in meetings with various departments to address issues and drive improvement.

• Best Practices Implementation: Ensure top-tier client service, adjust staffing, and adapt to changing needs with input from business development.

• Client Engagement: Participate in client business reviews.

Candidate Profile 

• Experience: + 3 years in a similar role. BPO or Contact Center experience preferred.

• Language Skills: Strong verbal and written skills in Polish (B1) and English (C1) proficiency.

• Team Leadership: Experienced in mentoring, coaching, guiding teams, developing action plans, and providing effective feedback.

• Development: Proven ability to coach, develop action plans, and provide effective feedback.

• Process Improvement: Skilled in analyzing and enhancing work processes to meet goals.

• Pressure Management: Works well under pressure, ensuring tasks are followed through to completion while maintaining professionalism.

• Organization & Prioritization: Excels in managing and prioritizing projects in fast-paced environments.

• Data Expertise: Must have mastery over data, as leadership fact-checks in real-time.

• Real-Time Analysis: Able to verify data during live presentations using tools like Domo and Workday.

• Proof of Action: Can immediately demonstrate where and how actions, like job postings, are executed.

• Calm & Composed: Thrives in high-pressure, fast-paced environments, providing detailed answers quickly.

• Availability: Available 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.