Operations Manager I

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 time