About this role
Job Title: Operations Manager I Job Description The Operations Manager I is responsible for coaching and supervising a group of Team Leaders. This position is also responsible for ensuring Client Service Level Agreement and financial expectations are achieved. Essential Functions/Core Responsibilities
• Analyze and maintain all Client Service Level Agreements; implement improvement plans as needed • Maximize revenue generation to reach long and short term financial projects (i.e. data collection for billable/non-billable hours, forecasting, budgeting, etc.) • Selecting, training, developing, and managing performance of direct reports and their associates; including planning and assigning work for staff in accordance with the organization’s policies and applicable legal requirements • Manage and review operational reports (Attendance adherence, PFP, Client scorecard, Metrics management reports) • Create and maximize relationships with client partners • Provide leadership and guidance to direct reports to ensure consistent administration of company policies and standards; define and implement any corrective actions needed to meet operational performance • Conduct regular one-on-ones with direct reports to review individual performance, the performance of their team and offer on-going developmental coaching • Create a positive work environment through employee engagement; resolve employee relation issues in a professional and timely manner • Participate in cross functional meetings to review information received from operational support functions - Training, HR, Quality, WFM, TA.- and partner to define action plans that resolve issues and drive continuous improvement • Implement best practices and over-deliver for clients, drive consistent performance, evaluate staffing needs, with input from BD and Client and make adjustments to meet changing requirements • Attend business reviews with the client • Handle a team of team leaders Candidate Profile
• Operation Manager experienced is required, preferably within a customer service, operations, or contact center environment.
• Languages: Polish (C1/C2) and English (B2 or higher) communication skills.
• Proven ability to lead, motivate, coach, and develop high-performing teams.
• Experience providing constructive feedback, performance coaching, and development plans to support employee growth and business results.
• Strong analytical and problem-solving skills, with the ability to identify process improvements and drive operational excellence.
• Excellent organizational skills, with the ability to manage multiple priorities in a fast-paced, deadline-driven environment.
• Confident communicator, capable of building effective relationships with both internal and external stakeholders.
• Demonstrated resilience and ability to perform effectively in a dynamic, fast-paced environment.
• Customer-focused mindset with a strong commitment to delivering exceptional service and maintaining high standards of support.
• Flexibility to work a schedule aligned with business and client needs.
• Previous contact center, BPO, or customer operations experience is highly desirable.
• Associate's or Bachelor's degree in a related field is preferred.
• Additional management experience, including mentoring and developing future leaders, is an advantage.
What We're Looking For We're seeking a motivated and people-focused leader with a passion for coaching teams, delivering outstanding customer experiences, and driving performance results. The ideal candidate thrives in a fast-paced environment, takes ownership, and is committed to supporting both team success and client satisfaction.
Location: Poland, Lublin Language Requirements:
Time Type: Full time2028-04-30