Operations Manager I
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Job Summary
Job Title:
Operations Manager IJob 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.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 organizations 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
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.
Associates or Bachelors degree in a related field is preferred.
Additional management experience including mentoring and developing future leaders is an advantage.
Were 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 LublinLanguage Requirements:
Time Type:
Full timeRequired Experience:
Manager
About Company
As a diverse, global organization, we provide customer engagement services for some of the world’s best brands. Every day, from more than 225 sites in 40 countries and across 6 continents, our staff deliver next-generation customer experience and help companies better connect with the ... View more
