Job Title:

Senior Operations Manager

Job Description

The Senior Operations Manager is responsible for overseeing the day-to-day operations of the organization, ensuring that the business runs efficiently and effectively. This role involves strategic planning, managing operational processes, improving performance, procurement, and resource management. The Senior Operations Manager will collaborate with various departments to achieve organizational goals and objectives.

Essential Functions/Core Responsibilities  

Revenue and Profitability Management:

Maintain and grow program revenues.Ensure program profitability including managing revenue, margins, billing, seat utilization, and retention.

Training and Development:

Develop and implement proficient training, staff development, and employee recognition programs.Select, train, develop, and manage performance of staff in line with company policies and legal requirements.

Leadership and Compliance:

Provide leadership and guidance to direct reports to ensure consistent administration of company policies.Ensure operations are compliant with active contracts and meet operational performance standards.

Client Relationship Management:

Oversee client relationships and facilitate open communications.Understand client perspectives and expectations, and monitor client satisfaction.Partner with Business Development to leverage and expand new business from existing clients.

Performance and Development:

Conduct regular one-on-ones with direct reports to review individual and team performance.Offer ongoing developmental support and create a positive work environment through employee engagement.

Cross-functional Collaboration:

Participate in cross-functional meetings to resolve issues and drive continuous improvement.Partner with functions like Training, HR, Quality, Workforce Management, and Talent Acquisition.

Vendor and Industry Relations:

Maintain relationships with strategic vendors and stay abreast of industry trends and technologies.

Business Development and Communication:

Host business reviews and communicate objectives through common reports.Ensure all operational and capacity requirements are addressed.

    

Candidate Profile  Significant experience within a contact centre environment.Exposure to Nordic Market and its' specificities.Proven track record of mentoring, coaching, and providing direction to a team.Demonstrated ability to analyze and improve work processes.
Capable of working well under pressure and ensuring follow-through on tasks to completion.Proven ability to organize and prioritize projects in a fast-paced, deadline-oriented environment.
Focus on fostering a customer service disposition and upholding professionalism for self and team.

Please note Site Visits will be required to Lublin Site around 3 Times per month

Languages : English C1 + Any Nordic language is a plus (Danish, Norwegian, Swedish)

Location:

POL Warsaw - Al. Solidarności 171, Building B-3rd Flr

Language Requirements:

Time Type:

Full time2025-07-31

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