Operations Manager I

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.