Operations Manager with German and English

Description

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 ), 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.