DESCRIPTION
Foundever is a global leader in business process outsourcing, digital customer experience, and innovation. We support the world’s best-known brands by delivering seamless customer journeys and operational excellence. We are now looking for an experienced Operations Manager to join our Gdańsk hub and take ownership of strategic and operational delivery for one of our key German-speaking clients.
Key responsibilities:
• Provide leadership and direction to Team Managers, ensuring operational KPIs are consistently met,
• Conduct regular performance reviews and 1:1s, supporting growth and development of direct reports,
• Manage absenteeism and attrition across teams, implementing corrective actions where necessary,
• Oversee campaign migrations and onboarding of new projects,
• Maintain strong client relationships at an operational level: reporting, escalations, change management,
• Analyze and present operational and financial results to both clients and senior management,
• Ensure budget targets, revenue, and EBITDA are achieved, including accurate invoicing of billed hours,
• Coordinate audits, compliance checks, and action plans to address quality improvements,
• Foster a culture of open communication, accountability, and recognition within the teams.
Requirements:
• Minimum 2–3 years of experience in a BPO/contact center environment, preferably in an Operations Manager or similar role,
• Proven background in managing customer service operations and achieving KPI targets,
• Advanced proficiency in German and English (C1) – spoken and written,
• Strong interpersonal, leadership, and coaching skills,
• Solid analytical and financial acumen with experience in P&L management,
• Ability to handle client escalations, build trust, and act as a business partner,
• Excellent organizational skills with the ability to prioritize and manage multiple projects,
• Dependable, proactive, and able to work with minimal supervision.
We offer:
• Stable employment in a growing international organization,
• Quarterly performance bonuses tied to KPI achievements,
• Relocation package of PLN 5,500 for candidates moving to Gdańsk,
• Attractive benefits: Multisport card, private medical care, life insurance, holiday allowance, eyewear subsidy,
• Development opportunities: access to internal training platforms,
• A people-focused culture that values teamwork, open feedback, and continuous improvement.
Ready to take the next step in your career? Apply now and join Foundever in shaping the future of customer experience!
When applying please enclose the below statement: "Hereby I voluntarily agree to the processing of personal data contained in my CV by Foundever for the purpose of the recruitment process in accordance with the Act of August 29, 1997 on the Protection of Personal Data (Journal of Laws of 2002 No. 101 , pos. 926 as amended).”
Application submission signifies the applicant's agreement to process the personal data contained in the application for the purposes necessary for the recruitment process in accordance with Foundever privacy policy.
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