Director of Operations - Multilingual Programs Lead

Concentrix; Katowice; In loco; PLN 420.000 - 640.000; Tempo pieno

Descrizione del lavoro

Concentrix in Katowice, Poland, is seeking an Associate Director of Operations to lead large-scale multilingual programs, develop leaders, and drive operational excellence. This executive role demands strategic vision, strong people leadership, and a proven track record delivering KPI improvements and client value.

You'll own forecasting, workforce planning, budgeting, and performance management across multiple accounts, partnering with HR, Training, and Quality teams to achieve outstanding

Competenze

• 8+ years of leadership experience within BPO, customer experience, shared services, outsourcing, or contact center environments.
• Proven experience managing large operational teams through multiple layers of leadership.
• Experience owning client relationships at a senior stakeholder level.
• Strong commercial acumen with responsibility for operational and financial performance.
• Demonstrated success in delivering KPI improvements and business transformation initiatives.
• Experience leading multilingual or international teams is highly desirable.

Mansioni

• Lead and inspire a team of Operations Managers, Team Leaders, and support functions across multiple accounts and programs.
• Drive performance against client KPIs, including customer satisfaction, quality, productivity, service levels, revenue, and profitability.
• Act as the senior operational contact for clients, building trusted relationships and influencing strategic decisions.
• Develop and execute operational strategies that improve efficiency, customer experience, employee engagement, and business results.
• Own forecasting, workforce planning, financial management, budgeting, and resource allocation.
• Analyze business trends and performance data to identify risks, opportunities, and continuous improvement initiatives.
• Foster a culture of accountability, coaching, recognition, and leadership development.
• Partner closely with HR, Recruitment, Training, Quality, WFM, and Client Success teams to achieve operational goals.
• Ensure compliance with company policies, regulatory requirements, and client expectations.
• Lead change management initiatives and support business growth, transitions, and new client implementations.

Conoscenze

People leadership

Strategic thinking

Stakeholder management

Communication skills

Analytical ability

Financial acumen

Change management

Descrizione del lavoro

Concentrix in Katowice, Poland, is seeking an Associate Director of Operations to lead large-scale multilingual programs, develop leaders, and drive operational excellence. This executive role demands strategic vision, strong people leadership, and a proven track record delivering KPI improvements and client value.

You'll own forecasting, workforce planning, budgeting, and performance management across multiple accounts, partnering with HR, Training, and Quality teams to achieve outstanding