It’s time to go places

Description

Ryanair are currently recruiting for a Operations Manager to join Europe’s Largest Airline Group.

This is an excellent time to join Ryanair as we look to grow to over 800 aircraft and 300m guests per year within the next 10 years. 

We are looking for a highly motivated and experienced Operations Manager to oversee our customer service contact centre in Warsaw. This critical leadership role involves strategic oversight and hands-on management to deliver consistently exceptional experiences to Ryanair passengers, optimize operational efficiency, and maximize revenue generation. As Operations Manager, you’ll lead during crucial growth phases, establish robust processes, and foster a culture of excellence, accountability, and continuous improvement.
 
As part of the application process, you will be required to complete an

• Online Assessment
• Phone Screen, and,
• Attend an in-person assessment day, which includes an interview

Please submit all resumes in ENGLISH only!

• Develop and implement customer service strategies and policies to align with company objectives and enhance the customer experience.
• Manage and optimise the performance of the customer service team, including recruitment, training, mentoring and performance evaluations. 
• Monitor key performance indicators (KPIs) and metrics to assess performance and identify areas for improvement, swiftly addressing performance gaps and leveraging opportunities for improvement.
• Collaborate with cross-functional teams to address customer feedback, resolve issues, and implement process improvements.
• Stay up to date with industry trends and best practices in customer service to drive continuous improvement initiatives.
• Maximize revenue generation to reach long and short-term financial projects.
• Selecting, training, developing, and managing performance of direct reports and their associates.
• Proactively identify risks, develop robust mitigation plans, and communicate these effectively to senior management and cross-departmental teams.

Requirements

• 2+ years of leadership experience in an Operations Manager role in a dynamic, fast-paced Contact Centre
• Bachelor’s degree in Business Administration, Management, or related field is preferred.
• Excellent communication skills in English & Polish (additional languages are a plus).
• Proven experience in a senior management role within a customer service or contact centre environment.
• Strong leadership and decision-making skills, demonstrated ability to inspire, motivate, and develop teams of supervisors and team leaders to achieve and exceed operational goals.
• Excellent analytical and problem-solving abilities.
• Strategic thinking and ability to develop and execute initiatives to enhance customer satisfaction and loyalty.
• Ability to foster effective collaboration and communication across all levels of the organization.

Benefits

• A vibrant, collaborative workplace environment.
• Opportunities for professional growth within an industry-leading airline.
• Competitive salary and benefits package.
• The chance to be part of a global brand’s growth story.
• Option of 4 on 4 off flexible shift pattern.
• Staff Travel at highly discounted rates for all Ryanair Network

Competencies