Operations Manager (Spanish-speaking)

About the role

A global technology and services company, present in more than 70 countries and helping well-known brands improve their businesses through technology and integrated solutions, is hiring an Operations Manager in Lisbon via David Kennedy Recruitment. The role leads the on-site operations floor day to day, ensuring performance goals are met across all teams and that client expectations for quality, efficiency and customer journey improvement are delivered. It is a full-time, on-site position.

Key responsibilities

• Lead the operations floor, managing managers, supervisors and their teams, with accountability for the performance and results of multiple units
• Select, train, develop and manage the performance of direct reports, planning and assigning work in line with company policies and legal requirements
• Hold regular one-on-ones with direct reports to review performance and provide ongoing coaching
• Analyse and maintain client Service Level Agreements, implement improvement plans where needed and ensure compliance with active contracts
• Own client relationships, keeping communication open, understanding expectations and monitoring satisfaction
• Host regular Business Reviews, present service and operational efficiency reports, and lead weekly meetings with functional leaders on site operations and upcoming needs
• Work 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), with support to grow towards full P&L ownership
• Partner with Business Development on growth opportunities and support site visits from potential clients

Required profile

• Fluent in both Spanish and English at C1 level
• Several years of BPO / contact centre operations management experience, preferably with a background in managing travel business
• 2-4 years of progressive management experience leading supervisors and team leaders
• Visible, hands-on floor leadership able to drive performance across multiple teams
• Experienced coach and mentor, able to build action plans and give effective feedback
• Ability to analyse and improve work processes and lead change in a fast-paced environment
• Able to work well under pressure, follow through to completion and maintain a professional demeanour
• Excellent written and verbal communication skills, confident presenting to clients and internal stakeholders
• Willing to work a flexible schedule and based in Lisbon, legally authorised to work in Portugal

What we offer

• Competitive base salary depending on experience
• Annual bonus
• Meal allowance of €7.63 per working day
• Health insurance from day one
• Full paid onboarding on the company and the programme you will lead
• Leadership and career development programmes