Operations Manager

🌟 Operations Manager🌟

Location: Gdańsk

Duties:

✅ Lead teams to meet and exceed business objectives;

✅ Line management responsibility for coaches/Team Managers;

✅ KPI Management – Proven experience in managing and optimizing operational performance metrics (e.g., SLA, AHT, FCR, CSAT, NPS) aligned with client expectations and contractual obligations.

✅ Process Improvement & Operational Excellence – Strong background in identifying inefficiencies and leading continuous improvement initiatives (Lean, Six Sigma, Kaizen), resulting in measurable gains in quality, productivity, and cost efficiency.

✅ Stakeholder & Client Relationship Management – Skilled in building and maintaining trusted relationships with external clients and internal stakeholders across various levels, including German-speaking partners.

✅ Supervisory responsibility for multiple teams with more than one client;

✅ Management of any client escalations related to the Operational team's performance;

✅ Ensure GOS metrics are consistently achieved.

Requirements:

🌍 Language: Proficiency in English (C1) and German (C1);

💼 Experience: : 3+ years of relevant experience in team management of 100+ employees;

💻 Technology: Knowledge of MS Office and developed computer skills;

🌞 Personal skills: Strong leadership skills with ability to manage multiple teams

Skills:

📝demonstrated knowledge of contact center operations and customer support;

💪 Independence AND ability to work with minimal supervision;

🔧 Supervisory skills (including tools, processes and system knowledge);

🔍 Demonstrated ability to analyze processes, enact change, think operationally and strategically;

🤝 Soft skills.

Work conditions:

📜 Type of contract: employment contract;

💰 Basic salary + quartely bonuses;

🏢 Work Environment is in our new office in Gdańsk

Incentives:

💸 Co-financing for glasses and holidays, employee referral program, vouchers for various occasions (Christmas, Children's Day, etc.);

💊 We offer private Medicover insurance;

🏆 Multisport card available, as well as an internal Everbetter program to promote a healthy lifestyle;

📈 Professional development through training and cross-location cooperation at the international level.