Operations Manager - Call Center

Location: ŁódźOffice 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 CenterAs 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 operationsSupervise Team Leaders and support their developmentMonitor KPIs, SLAs, and service qualitySupport workforce planning and daily schedulingEnsure operational stability and adherence to proceduresIdentify and implement process improvementsCooperate with HR on recruitment and onboardingSupport quality reviews and internal auditsAct as a point of contact for operational issues Qualifications:Experience in call center or customer service operationsPrevious role as Operations Manager, Senior Team Leader, or similarExperience managing teams and operational KPIsGood organizational and communication skillsPractical, hands-on leadership approachKnowledge of Polish labor law is an advantageExperience with call center tools, CRM, or WFM systems is a plus We offer:Stable cooperation: Employment contract or B2BQuarterly bonus schemeFlexible working hoursTraining programs, workshops, funded courses and free English classesPrivate medical care, life insurance, MultiSport cardInternal promotions and real development opportunitiesComfortable office environmentCompany events, referral program, and well-being initiatives Why apply for an Antal job offer?When your application is successful, you will be supported by a dedicated Consultant who will stay in regular contact with you (via email or phone), help you prepare for interviews with your future employer, and ensure a smooth and professional recruitment process.About AntalAntal is a leading recruitment and HR advisory company, present in Poland since 1996 and later expanded to the Czech Republic and Hungary. Across the CEE region, we employ around 150 professionals who deliver a full range of services – from specialist and executive recruitment, employee outsourcing and HR consulting, to employer branding and market research.Our division-based structure combines deep industry expertise with functional specialisation, enabling us to provide tailored solutions for companies in every sector. We act as a trusted partner for both employers and candidates, sharing our knowledge and guiding them through every stage of the talent journey. We connect exceptional people with the right opportunities and help organisations build successful teams.