Operations Manager – BPO & Customer Experience

About the role

Lead daily contact centre operations in Lisbon, overseeing managers, supervisors, team leaders and their teams. Ensure operational excellence, client satisfaction and achievement of KPIs in a fully on‑site environment.

Key responsibilities

• Take responsibility for operational performance across multiple teams and business units.
• Recruit, train, develop and manage direct reports, ensuring effective workforce planning.
• Monitor operational KPIs, manage client SLAs and implement corrective actions.
• Maintain compliance with contracts, policies and quality standards.
• Build strong client relationships and lead regular business reviews.
• Coordinate weekly operational meetings and collaborate with HR, Training, QA and Workforce Management.
• Identify challenges and implement strategic plans to improve productivity and customer satisfaction.
• Promote employee engagement, handle relations matters and support conflict resolution.
• Contribute to profitability by monitoring revenue, margins, billing and retention.
• Support financial planning and develop P&L responsibility.

Required profile

• English proficiency at C1 level or higher.
• Several years of BPO/contact centre operations management experience.
• 2‑4 years of progressive management leading supervisors or team leaders.
• Strong leadership with a hands‑on approach.
• Excellent coaching, mentoring and people development capabilities.
• Strong analytical skills and ability to optimise processes.
• Experience presenting performance reports to senior stakeholders.
• Professional, resilient and solution‑oriented attitude.

Required skills

• Proven ability to manage multiple teams and own operational performance.
• Experience monitoring and improving KPIs, SLAs and service quality.
• Excellent written and verbal communication.

What we offer

• Fully on‑site leadership position with a 12‑month contract and 180‑day probation.
• Health insurance from day one.
• Performance‑based bonus.
• Full paid onboarding and training.
• Leadership development and career progression programs.
• Opportunity to manage multiple operational teams and develop senior management capabilities.
• Exposure to international clients and complex business operations.
• Dynamic, multicultural and performance‑driven environment.