Job title:
Operations Manager with German (m/f/d)Job Description:
What you’ll do:
Lead and develop teams in a multicultural environment through a structure (TL, SMEs etc.).
Manage performance, set clear goals, and ensure team success through feedback and coaching.
Build a strong culture of engagement, ownership, and collaboration.
Drive service delivery excellence and oversee key operational KPIs and productivity targets.
Partner with clients and senior stakeholders, handling escalations and maintaining transparent communication under pressure.
Present operational data confidently to leadership teams and clients, turning insights into action.
Monitor and manage team attrition and sickness levels, implementing proactive actions, root-cause analysis, and targeted interventions to ensure workforce stability, engagement, and operational continuity.
Identify and implement continuous improvement initiatives, encouraging innovation and transformation.
What you need to succeed:
Several years of experience in a similar leadership role (Operations Manager, Service Delivery Manager, or equivalent) in BPM (Build Per Minute) concept in a call centre.
Proven track record in leading large teams through structure and achieving performance results.
Strong people management skills — ability to motivate, inspire, and guide others toward shared goals while fostering a culture of ownership, accountability and high performance.
Deep understanding of service delivery, operations management, and process optimization.
Analytical and data-driven mindset with confidence in presenting and interpreting key metrics.
Fluency in German and English. Polish would be a plus.
A continuous improvement mindset — open to innovation, transformation, and new approaches.
What’s in it for you:
Empowered Leadership - the chance to lead with trust, not micromanagement. You set direction, inspire people, and make decisions that truly shape outcomes.
Real Impact - play a key role in transformation projects, helping the business grow, adapt and succeed in a dynamic market. Your ideas matter!
Forward-Thinking Environment - work with modern tools, data-driven processes, and smart technologies that help lead efficiently and confidently.
Voluntary day off – extra time for what truly matters to you.
Multisport card and LuxMed medical care – to keep you healthy and active.
Access to a cafeteria platform with a range of lifestyle benefits.
Group insurance for peace of mind.
Employee Networks that celebrate diversity and inclusion, connecting colleagues from all backgrounds.
Clear career path and growth opportunities – we’ll help you build the next step in your leadership journey.
What we hope you'll do next:
Click "Apply now" to complete our brief application form so we can learn more about you.
About Capita
Capita is a digital consulting, transformation, and services company. Every day, our colleagues help millions of people by delivering innovative solutions to transform and simplify the connections between businesses and customers, governments, and citizens. We partner with our clients and provide them with the insights and cutting-edge technologies that give them back their time, allowing them to focus on what they do best and making people's lives easier and simpler. We have offices in the UK, Europe, India, and South Africa. Capita is a leading business services provider employing over 34,000 people across the UK, Europe, India, and South Africa.
We are an equal opportunity employer, which means we will consider all qualified applicants regardless of gender identity or expression, ethnic origin, national origin, religion or belief, age, sexual orientation, disability status, or any other protected characteristic. We recruit and develop our people based on merit and passion for improving results, and we are committed to creating an inclusive environment for all employees.
Pursuant to Art. 13 par. 1 and par. 2 of the General Data Protection Regulation of the 27th of April 2016 we hereby inform that: 1. The data controller of your personal data is Capita (Polska) Sp. z o.o. with its registered seat in Krakow, ul. Lubicz 23; Kraków, KRS 0000365071, REGON 142604890, NIP 5252488222. In case of any questions or requests concerning data processing, you can contact us at: PrivacyPoland@capita.com. 2. Your personal information will be processed for the purpose of the recruitment process, including the assessment of qualifications, aptitudes and abilities required for the position for which you will be applying and/or future recruitment processes if you requested that by checking the relevant box below. 3. The legal basis for processing your personal data: a. Article 6(1)(c) of GDPR (processing is necessary to fulfil a legal obligation incumbent on the controller) and Article 6(1)(b) of GDPR (processing is necessary to take action at the request of the data subject prior to entering into a contract) to the extent indicated in labor laws (including but not limited to, the extent resulting from Article 221 § 1 of the Labor Code, such aname and surname;; date of birth; contact detailed (correspondence address); education; employment record to date. b. Your consent – for processing other data provided in the CV and in the cover letter in case you voluntarily providing us with data other than we requested. , and for processing your personal data in future recruitment processes in case you agree to take part in those processes. c. Our legitimate interest (article 6(1)(f) of GDPR) – in terms of data collected during the interview as well as results of the qualification tests. We have a legitimate interest in verifying your abilities, aptitudes, legality of stay and work – we require this to assess whether you are a suitable person for the post in question. 4. Your personal information will be transferred to processor outside the European Economic Area (EEA), located in United Kingdom as a part of a recruitment process and Hiring Managers located in different locations in the UK, Ireland and India. In the case of transferring personal data to the United Kingdom of Great Britain and Northern Ireland, the European Commission has decided to determine an adequate level of data protection. The transfer of personal data to India is based on the application of the Standard Contractual Clauses included in the Data Transfer Agreement (DTA), to which the Group company Capita located in India, is a signatory.Your personal data will be transferred to recipients participating in the recruitment and employment process, i.e., to companies handling the legalization of residence/ employment, medical check (Luxmed Sp. z o.o.) occupational health and safety training services (Safety Umbrella Sp. z o.o), HR (Human Resources) and payroll services (AdAc Sp. z o.o.), as well as to companies related to Capita Group. After a successful recruitment process, your data will be shared with a medical facility with which the Administrator has a contract to conduct preliminary examinations, with the facility being a separate Data Controller. Your personal data may be also disclosed to entities and authorities authorized to process such data. 5. Your personal data will be stored from the day of sending your CV: a. for a period of 6 months for the processing of your personal data in the current recruitment process for which you applied, b. for a period of 12 months if you give your consent for the processing of your personal data for the purpose of future recruitment processes. 6. You have the right to request access to and rectification or erasure of your personal data, restriction of processing or the right to data portability. The right to withdraw consent at any time is not affecting the lawfulness of processing based on consent before its withdrawal. 7. At any time you have the right to object to the processing of your data. In such a situation, the Controller will cease to process your data for the aforementioned purposes, unless the Controller can demonstrate that with respect to your data there are valid legitimate grounds that override your interests, rights and freedoms, or your data will be necessary for us to possibly establish, assert or defend claims. 8. The provision of your personal data to the extent provided by labor law, including in particular to the extent provided by Article 221 of the Labor Code, is a statutory obligation and at the same time is necessary for you to participate in the recruitment procedure. Failure to provide data will result in your inability to participate in the recruitment procedure. Your provision of other data is voluntary. 9. Your personal data will not be a subject to the automated decision-making, including profiling. 10. You have the right to lodge a complaint on unlawful processing of your personal data, to the supervisory authority: Data Protection Authority of the Republic of Poland (UODO, ul. Stawki 2, 00-193 Warsaw).
Location:
Krakow,
PolandTime Type:
Full timeContract Type:
Fixed Term (Fixed Term)