Talingual Ltd
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Location: Lisbon, Portugal
Role: Operations Manager – BPO / Contact Centre
Salary: salary package 2,500 euro gross p/m (paid 14 x p/a) plus Bonus annual (CIP 4%) plus 7.63 EUR net per working day on food vouchers
Working hrs: 40 hrs p/week – with flexibility required
Our client is a leading international technology and customer experience services provider, supporting some of the world’s most recognised brands. With operations across multiple countries, the company delivers customer support and business solutions to global clients.
For their operations in Lisbon, they are looking for an experienced Operations Manager with a strong BPO/contact centre background to oversee day-to-day operations, lead multiple teams and ensure high standards of service delivery. This is a hands-on leadership position, ideal for someone who enjoys being visible on the operations floor, developing people, driving performance and building strong client relationships.
The Role
As Operations Manager, you will take responsibility for the performance of multiple operational teams, managing supervisors and team leaders to ensure service levels, quality standards and business objectives are consistently achieved. You will play a key role in operational planning, performance improvement, employee development and client satisfaction, working closely with other departments to ensure the smooth running of the operation.
Key Responsibilities
Lead and oversee daily contact centre operations, managing multiple teams through supervisors and team leaders.
Monitor operational performance, ensuring KPIs, service levels, productivity and quality targets are achieved.
Recruit, coach, develop and manage direct reports, providing regular feedback and performance reviews.
Identify areas for improvement and implement action plans to improve operational efficiency and customer experience.
Monitor client Service Level Agreements (SLAs), ensuring contractual requirements and performance expectations are met.
Maintain strong client relationships, providing regular updates and addressing operational challenges.
Prepare and present business reviews, operational reports and performance results to clients and senior management.
Collaborate with Training, Quality, Workforce Management, HR and Recruitment teams to improve operational performance.
Create a positive and engaging working environment, supporting employee development, motivation and retention.
Contribute to the financial performance of the operation, including revenue, margins, resource utilisation and cost efficiency.
Support business growth initiatives and participate in client visits and operational planning.
Ensure compliance with company policies, procedures and relevant employment legislation.
Requirements
Essential:
Fluent English at C1 level or higher.
Several years of experience in BPO or contact centre operations management.
At least 2 years of progressive management experience, including leading supervisors and team leaders.
Proven ability to manage multiple teams and deliver against operational KPIs and client SLAs.
Strong leadership skills with a hands-on, visible approach to managing operations.
Experience in coaching, mentoring and developing management teams.
Strong analytical and problem-solving skills, with the ability to identify performance gaps and implement improvements.
Excellent communication and presentation skills, including experience engaging with clients and senior stakeholders.
Ability to work effectively under pressure and manage competing priorities in a fast-paced environment.
Flexibility regarding working hours.
Desirable:
Previous BPO management experience within the Portuguese market.
Experience managing budgets, operational costs or P&L responsibilities.
Experience supporting business growth or client account development.
What’s on Offer?
Competitive salary package with performance-related bonus.
Daily meal vouchers
Office location in central Lisbon.
Leadership development and career progression opportunities.
Opportunity to manage large-scale operations for internationally recognised brands.
International working environment within an established global organisation.
Interested?
If you are an experienced BPO Operations Manager who enjoys leading teams, improving performance and delivering excellent results for clients, we would love to hear from you.
About Talingual
As a job-seeker you can benefit from Talingual’s extensive experience – we have successfully placed thousands of candidates in new roles across Europe and we have all previously been in your position as an international job-seeker. We work with leading international employers who offer compelling employment opportunities in a wide variety of roles and locations. We add value to your job search by reviewing your CV, identifying your strengths as a candidate, discussing your preferences with you, preparing you for interviews, and providing relocation advice. You can expect your Talingual recruiter to provide you with honest and clear guidance in a friendly and supportive way. See more at talingual.com