Senior Operations Leader — Multilingual Programs & Growth

CNX; Katowice; Sur place; PLN 420 000 - 560 000; Plein temps

Résumé du poste

Concentrix in Katowice seeks an Associate Director of Operations to lead large-scale multilingual programs, develop high-performing leaders, and drive operational excellence. You will own forecasting, workforce planning, financial management, and client performance across multiple accounts.

This strategic role requires owning client relationships at the senior level, delivering KPI improvements, and guiding business transformations to grow the site. On-site presence in Katowice is required.

Qualifications

• 8+ years of leadership experience in BPO, CX, shared services, outsourcing, or contact centers.
• Proven experience managing large teams through multiple leadership levels.
• Experience owning client relationships at senior stakeholder level.
• Strong commercial acumen with responsibility for operational and financial performance.

Responsabilités

• Lead and inspire a team of Operations Managers, Team Leaders, and support functions across multiple accounts and programs.
• Drive performance against client KPIs including satisfaction, quality, productivity, service levels, revenue and profitability.
• Act as senior operational contact for clients, building trusted relationships and guiding strategic decisions.
• Develop and execute operational strategies to improve efficiency, customer experience, and business results.
• Own forecasting, workforce planning, budgeting, and resource allocation.
• Analyze business trends to identify risks, opportunities and improvements.
• Foster accountability, coaching and leadership development across teams.
• Partner with HR, Recruitment, Training, Quality, WFM and Client Success to reach goals.
• Ensure compliance with policies, regulatory requirements and client expectations.

Connaissances

People leadership

Strategic thinking

Operational execution

Stakeholder management

Analytical skills

Financial planning

Communication

Description du poste

Concentrix in Katowice seeks an Associate Director of Operations to lead large-scale multilingual programs, develop high-performing leaders, and drive operational excellence. You will own forecasting, workforce planning, financial management, and client performance across multiple accounts.

This strategic role requires owning client relationships at the senior level, delivering KPI improvements, and guiding business transformations to grow the site. On-site presence in Katowice is required.