Site Lead - Call Center Operations

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 fast-growing leader in CX and BPO services. The company combines deep industry know-how with modern AI-driven solutions. It supports well-known Polish and international brands by delivering large-scale, technology-enabled customer service. As part of a large international business services group, Our Client offers a stable environment with strong growth ambitions.We are currently looking for an experienced leader to take full ownership of one of our key operational sites.Site Lead - Call Center OperationsAs a Site Lead -Call Center Operations, you will be fully responsible for the performance of the Operations Center. You will manage people, finances, clients, and processes, and play an important role in shaping the company’s future growth.Responsibilities:Full responsibility for site P&L, budget, profitability, and forecastsManage budgets for operations and projectsBuild long-term relationships with key clientsIdentify upsell and growth opportunitiesAct as a trusted advisor on process improvementEnsure smooth daily operations in line with contracts, SLAs, and quality standardsImprove efficiency, automation, and cost optimizationSet and maintain high customer experience standardsOversee quality control, audits, and process improvementsLead and develop management and operational teamsWorkforce planning, recruitment, performance reviewsSupport managers with expertise and decision-makingCreate a safe, well-organized, and motivating work environmentSupport the Management Board with operational insights and decisionsContribute to new services and business developmentRepresent the company to clients, partners, and candidatesCooperate closely with IT, HR, Finance, Sales, Analytics, and top managementManage local vendors and service providersEnsure compliance with health & safety, fire, environmental, and data protection regulations Qualifications:Several years of experience in BPO / Call Center in senior leadership rolesProven experience managing large teams, operations, and projectsStrong understanding of the CC/BPO market and trendsExperience with P&L, budgets, and commercial responsibilityVery good knowledge of Polish labor law and GDPRStrong leadership, decision-making, and communication skillsAbility to work under pressure and manage changeExperience with contact center technologies, CRM, AI solutionsStrong analytical, reporting, and presentation skills 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.