Operations Manager II – On‑site Leadership Role

About the role

The client, a global technology and services company, is seeking an Operations Manager II to lead the on‑site operations floor in Lisbon. You will be responsible for ensuring performance goals are met, maintaining client SLA compliance, and driving continuous improvement across multiple teams.

Key responsibilities

• Lead the operations floor, managing managers, supervisors and their teams, with accountability for performance and results of multiple units.
• Analyse and maintain client Service Level Agreements, implement improvement plans, and host regular Business Reviews.
• Partner with Training, HR, Quality, WFM and Talent Acquisition to build action plans that solve issues and drive continuous improvement.
• Contribute to programme profitability (revenue, margins, billing, seat utilisation and retention) and support Business Development on growth opportunities.

Required profile

• Several years of BPO/contact‑centre operations management experience, preferably in the Portuguese market.
• 2–4 years of progressive management experience leading supervisors and team leaders.
• Strong floor leadership – visible, hands‑on and able to drive performance across multiple teams.
• Excellent written and verbal communication skills, confident presenting to clients and internal stakeholders.

Required skills

• English at C1 level.
• Ability to analyse and improve work processes and lead change in a fast‑paced environment.

What we offer

• Competitive base salary depending on experience.
• Annual bonus.
• Meal allowance of €7.63 per working day.
• Health insurance from day one.
• Central location in Lisbon and full paid onboarding.
• Leadership and career development programmes.