???? Join our team at Foundever! ????
Are you looking for a job in a dynamic environment where you can develop your skills and gain experience in the outsourcing and consulting industry? We are a leading company with 1500 great people across Poland (Warsaw, Gdansk, and W@H), and now we are looking for you to join our team!
???? Operations Manager????
Location: Gdańsk
Duties:
✅ Lead teams to meet and exceed business objectives;
✅ Line management responsibility for coaches/Team Managers;
✅ KPI Management – Proven experience in managing and optimizing operational performance metrics (e.g., SLA, AHT, FCR, CSAT, NPS) aligned with client expectations and contractual obligations.
✅ Process Improvement & Operational Excellence – Strong background in identifying inefficiencies and leading continuous improvement initiatives (Lean, Six Sigma, Kaizen), resulting in measurable gains in quality, productivity, and cost efficiency.
✅ Stakeholder & Client Relationship Management – Skilled in building and maintaining trusted relationships with external clients and internal stakeholders across various levels, including German-speaking partners.
✅ Supervisory responsibility for multiple teams with more than one client;
✅ Management of any client escalations related to the Operational team's performance;
✅ Ensure GOS metrics are consistently achieved.
Requirements:
???? Language: Proficiency in English (C1) and German (C1);
???? Experience: : 3+ years of relevant experience in team management of 100+ employees;
???? Technology: Knowledge of MS Office and developed computer skills;
???? Personal skills: Strong leadership skills with ability to manage multiple teams
Skills:
????demonstrated knowledge of contact center operations and customer support;
???? Independence AND ability to work with minimal supervision;
???? Supervisory skills (including tools, processes and system knowledge);
???? Demonstrated ability to analyze processes, enact change, think operationally and strategically;
???? Soft skills.
Work conditions:
???? Type of contract: employment contract;
???? Basic salary + quartely bonuses;
???? Work Environment is in our new office in Gdańsk
Incentives:
???? Co-financing for glasses and holidays, employee referral program, vouchers for various occasions (Christmas, Children's Day, etc.);
???? We offer private Medicover insurance;
???? Multisport card available, as well as an internal Everbetter program to promote a healthy lifestyle;
???? Professional development through training and cross-location cooperation at the international level.
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