Site Director Call Center Operations, LUBLIN

• 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

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