BPO Operations Leader — Lisbon (On‑Site)

Concentrix Portugal; Lisboa; On-site; EUR 60,000 - 90,000; Full time

Benefits offered by this job

Competitive compensation

On-site in Lisbon

Onboarding program

Leadership development

P&L ownership path

Job summary

Concentrix Portugal in Lisbon is seeking an experienced Operations Manager to lead multi‑team BPO operations on-site. You will drive performance, coach managers, and ensure targets are met across the centre while maintaining a customer‑first focus.

You will monitor KPIs and SLAs, lead business reviews, and collaborate with HR, Training, Quality, WFM and Talent Acquisition to improve results. The role includes leadership development and a clear path toward full P&L ownership.

Qualifications

• Several years of BPO/contact centre operations management experience, ideally in Portugal.
• 2–4 years of progressive management experience leading supervisors and team leaders.
• Strong analytical, problem‑solving, communication, and presentation skills.
• P&L or budget management experience is an advantage, but not mandatory.

Responsibilities

• Lead managers, supervisors, and multiple operational teams, ensuring performance targets are met.
• Coach and develop direct reports, manage performance, and drive accountability.
• Monitor KPIs, SLAs, client satisfaction, and contractual compliance.
• Build strong client relationships and lead business reviews and operational performance meetings.
• Partner with HR, Training, Quality, Workforce Management, and Talent Acquisition to improve results.
• Foster employee engagement, resolve people‑related issues, and promote continuous improvement.
• Contribute to profitability, including revenue, margins, billing, seat utilization, and retention.
• Support business growth, client visits, and strategic vendor relationships.
• Develop towards full P&L ownership with appropriate training and support.

Skills

Leadership

Strategic planning

English C1

KPIs & SLAs

Change management

Job description

Concentrix Portugal in Lisbon is seeking an experienced Operations Manager to lead multi‑team BPO operations on-site. You will drive performance, coach managers, and ensure targets are met across the centre while maintaining a customer‑first focus.

You will monitor KPIs and SLAs, lead business reviews, and collaborate with HR, Training, Quality, WFM and Talent Acquisition to improve results. The role includes leadership development and a clear path toward full P&L ownership.