Call Center Director

edrone; Polska; On-site; PLN 250,000 - 380,000; Full time

Benefits offered by this job

Performance-based bonus system

Comprehensive benefits package

Participation in international projects

Job summary

A growing customer service company is seeking an experienced Head of Call Center in Poland to lead operations and a dynamic team. The role involves shaping customer service strategies, optimizing performance, and ensuring high service quality across a large team. Ideal candidates will have a strong background in call center management, fluency in Polish and English, and possess excellent analytical skills. An attractive benefits package and performance-based bonuses are offered, along with opportunities for international project involvement.

Qualifications

• Proven experience in leadership roles with 100+ employees.
• Solid background in sales-driven call center operations.
• Demonstrated experience in developing high-performing management teams.
• Experience in leading leaders and developing management teams.
• Strong analytical skills to interpret KPIs and sales metrics.
• Advanced Excel skills and experience with Power BI or similar tools.
• Ability to work primarily on-site with regular office presence.

Responsibilities

• Oversee call center operations in Poland.
• Lead team leaders and managers in developing competencies.
• Drive business results by defining performance targets.
• Prepare analyses and reports, using data insights to identify trends and propose improvements.
• Foster a growth-oriented culture focused on continuous development and best practices.
• Participate in local and regional projects within the CEE region, sharing cross-country insights.

Skills

Leadership in a call center environment

Fluent Polish

Excellent English

Analytical skills

Microsoft Excel proficiency

Experience with Power BI

Power BI

On-site work

Tools

Excel

Power BI

Job description

We’re looking for an experienced Head of Call Center to take charge of the customer support operations and lead a growing team of professionals. In this role, you’ll be responsible for shaping our customer service strategy, optimizing performance, and ensuring that every client interaction reflects the company’s values of excellence, care, and innovation.

If you thrive in a fast-paced environment, know how to inspire teams, and have a proven track record in managing call center operations, we’d love to hear from you.

Requirements

• Proven experience in a similar leadership role within structure of 100+ employees
• Solid background in call center operations, ideally within a sales-driven environment
• Fluent Polish and excellent English (both written and spoken)
• Demonstrated experience in leading leaders and developing high-performing management teams
• Strong analytical skills with the ability to interpret and act on key performance indicators (KPIs) and sales metrics
• Advanced proficiency in Microsoft Excel and experience with Power BI or similar data visualization tools
• Ability to work primarily on-site, with regular presence in the office

Responsibilities

• Oversee and manage all call center operations in Poland, ensuring efficiency and high-quality service delivery
• Lead a team of managers and team leaders, developing their leadership competencies and ensuring strong, effective management at all levels
• Take strategic responsibility for achieving business results, defining performance targets, and driving their execution
• Prepare analyses and reports, using data insights to identify trends and propose actionable improvements
• Foster a growth-oriented and success-driven culture, focused on continuous improvement and professional development
• Actively participate in local and regional projects within the CEE region, contributing to cross-country initiatives and best practice sharing

The offer

• A strategic leadership role within Poland and the wider CEE region
• Direct cooperation with the CEE Sales Director and the opportunity to shape Call Center standards across Central and Eastern Europe
• Responsibility for managing large teams and making a real impact on business results
• An attractive performance-based bonus system and a comprehensive benefits package
• The chance to participate in international projects and further develop your leadership skills