Site Director -Call Center Operations

Location: Lublin Office attendance: Mostly on-site (occasional remote work possible) Type of contract: B2B or Employment contract

About your future employer:

Our Client is a Polish provider of call center and customer service solutions, supporting well-known local brands. The company focuses on stable operations, service quality, and long-term client cooperation. The working environment is practical and operational, with clear processes and realistic expectations.

Operations Manager - Call Center

As an Operations Manager – Call Center, you will be responsible for managing daily operations and ensuring smooth service delivery. This role is well-suited for candidates with solid experience in call center operations who prefer a hands-on, operational position with direct impact on team performance and service quality.

Responsibilities:

• Manage day-to-day call center operations
• Supervise Team Leaders and support their development
• Monitor KPIs, SLAs, and service quality
• Support workforce planning and daily scheduling
• Ensure operational stability and adherence to procedures
• Identify and implement process improvements
• Cooperate with HR on recruitment and onboarding
• Support quality reviews and internal audits
• Act as a point of contact for operational issues

Qualifications:

• Experience in call center or customer service operations
• Previous role as Operations Manager, Senior Team Leader, or similar
• Experience managing teams and operational KPIs
• Good organizational and communication skills
• Practical, hands-on leadership approach
• Knowledge of Polish labor law is an advantage
• Experience with call center tools, CRM, or WFM systems is a plus

We offer:

• Stable cooperation: Employment contract or B2B
• Quarterly bonus scheme
• Flexible working hours
• Training programs, workshops, funded courses and free English classes
• Private medical care, life insurance, MultiSport card
• Internal promotions and real development opportunities
• Comfortable office environment
• Company events, referral program, and well-being initiatives