Contact Center Manager

About the role

Luz Saúde, one of Portugal's largest healthcare groups, is seeking a Contact Center Manager to lead and optimise its contact centre operations across multiple locations. The role focuses on strategic planning, customer experience improvement, and operational excellence.

Key responsibilities

• Provide dynamic leadership, mentoring, and development of the team to maximise net reservation revenue per call.
• Develop and manage an annual department budget of €5 M, ensuring financial stability and ROI.
• Design, implement and maintain internal and external Quality Assurance programmes to exceed SLA performance.
• Oversee recruitment, training, coaching, performance standards, staffing levels and workflow optimisation.
• Analyse and report on key performance metrics, ensuring low abandonment rates, high conversion, and efficient resource utilisation.
• Ensure compliance with regulatory guidelines and standards.

Required profile

• Business or Engineering degree (or higher) preferred.
• Minimum 5 years of experience managing a contact centre or BPO environment.
• Proven track record in budget management, quality assurance and performance reporting.
• Strong leadership and people‑development capabilities.

Required skills