Operations Manager

June 9, 2024

Operations Manager

Job description

Are you an experienced Operations Manager with a passion for building and leading high-performing teams? Are you excited by the prospect of establishing and growing a call center in a dynamic startup environment? If so, we have the perfect opportunity for you! 

About our client: Our client is currently seeking a skilled Operations Manager to join our team in Krakow, Poland. As they set up their new contact centre to support an international client base, they are looking for a strategic leader to play a key role in building and managing the entire operations. 

Role Overview: As the Operations Manager, you will be responsible for the successful setup and management of our new office in Krakow, overseeing the recruitment process, engaging with local enterprises, and collaborating with our international teams. This is a unique opportunity to make a significant impact and contribute to the growth and efficiency of our organization. 

Key Responsibilities: 

  • Lead the recruitment, selection, on-site induction training, and ongoing skills development for the team, ensuring the attraction and retention of top talent. 
  • Manage, lead, develop, motivate, and coach the team to achieve maximum productivity and service quality. 
  • Collaborate with the management team to develop and implement plans for operational infrastructure, accommodating rapid growth objectives. 
  • Provide day-to-day leadership for on-site and remote/hybrid teams in Poland through effective communication in English. 
  • Drive strategic direction for operational functions, fostering collaborative relationships with key stakeholders. 
  • Work with local partners for HR, IT, and recruitment services. 
  • Drive operations to contribute to company growth, profitability, and business goals. 
  • Measure and enhance the effectiveness of internal and client-facing processes. 
  • Motivate and lead a high-performance team, attracting, recruiting, and retaining required team members. 
  • Work closely with the Shared Service function for Workforce Management to drive performance, metrics, and campaign targets. 
  • Act as a client liaison for operational campaigns, building and maintaining strong client relationships. 


  • Bachelor’s degree 
  • Native proficiency in Polish and excellent fluency in Business English (C1 Level or above) 
  • At least five years of strong operational management experience, preferably in a contact center setting. 
  • Strong local knowledge of the Krakow environs. 
  • Project Management experience 
  • Experience in a startup/scale setting (desirable) 
  • Operational management experience in a BPO contact center with healthcare experience (desirable) 
  • Proven track record of influencing others and achieving organizational objectives. 
  • Experience in managing remote/work from home and hybrid teams. 
  • Excellent people skills, with the ability to partner with a dynamic leadership team. 
  • Strong verbal and written communication skills. 

Place of Work: 

  • Role expected to be 100% on-site for the first 6-9 months in Krakow city Centre. 
  • After 6 months, consideration can be given to a hybrid option. 

If you believe you have the skills and experience to excel in this role, please contact Agnieszka Zadrożniak at agnieszka@cfwrecruitment.com. Join us on this exciting journey of growth and innovation! 

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