Job Title:

Operations Manager with English in Katowice

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 

• Associate's Degree in related field with more than seven years of experience (with at least two years of Progressive Management Experience) preferred

   

• Call center experience preferred

   

• Demonstrated ability to coach and develop action plans, which maximize performance, and provide effective feedback

   

• Demonstrated ability to analyze and improve work processes; establish a course of action for self and others to accomplish a specific goal

   

• Work well under pressure and follow through on items to completion while maintaining professional demeanor

   

• Excellent communication skills, both written and verbal. Ability to effectively present information to internal and external associates

   

• Demonstrated ability to organize and prioritize projects in a fast-paced and deadline-oriented business environment

   

• Demonstrated ability to mentor, coach and provide direction to a team of employees

   

• Willingness to work a flexible schedule

• Fluent in English (C1/C2 level)

Location:

POL Katowice - Global Office Park, Building A2 Flrs 10 thru 13

Language Requirements:

English (Required)

Time Type:

Full time

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