German-Speaking Customer Service Manager

Talent Search People; Porto; Hybrid; EUR 26,000 - 44,000; Full time

Benefits offered by this job

Private Health Insurance

Nutrition consultations

Psychology consultations

Progressive hybrid work model

Job summary

Talent Search People is seeking a Contact Center Manager to lead and develop a growing customer operations team in Portugal. This strategic leadership role combines people management, operational excellence, and performance delivery from day one.

You'll oversee a team of around 2 Team Leaders and 50 agents, driving KPI-based performance, coaching leaders, and partnering with stakeholders to ensure successful delivery in a fast-paced, hybrid work environment with a competitive compensation

Qualifications

• Proven experience leading Contact Center, Customer Service or Customer Operations environments.
• Strong track record managing managers, supervisors or team leaders.
• Experience building, scaling or transforming service operations.
• Data-driven mindset with strong expertise in KPIs, SLAs and performance management.
• Excellent leadership, communication and stakeholder management skills.
• Mature, resilient and highly assertive leadership style.
• Ability to thrive in fast-paced and evolving environments.
• Professional German (minimum B2) and fluent English.

Responsibilities

• Lead, develop and inspire a team of Team Leaders and approximately 50 Customer Service Agents.
• Drive operational excellence through KPI management, quality standards and service performance.
• Develop leaders and build a high-performing, customer-centric culture.
• Define and optimize processes, procedures and operational governance.
• Oversee workforce planning, resource allocation and overall operational efficiency.
• Lead recruitment, onboarding, training and talent development initiatives.
• Drive continuous improvement, change management and strategic operational projects.
• Partner with local and international stakeholders to ensure business alignment and successful delivery.

Skills

Contact Center leadership

People management

KPI / performance management

Stakeholder management

Job description

Ready to build and lead a growing customer operations hub in Portugal? Join a strategic international project and play a key role in developing teams, driving performance, and shaping operational excellence from day one!

What will you do?

We are looking for a Contact Center Manager to lead and develop a growing customer operations team in Portugal. This strategic leadership role combines people management, operational excellence, and performance delivery.

• Key Responsibilities- Lead, develop and inspire a team of 2 Team Leaders and approximately 50 Customer Service Agents.
• Drive operational excellence through KPI management, quality standards and service performance.
• Develop leaders and build a high-performing, customer-centric culture.
• Define and optimize processes, procedures and operational governance.
• Oversee workforce planning, resource allocation and overall operational efficiency.
• Lead recruitment, onboarding, training and talent development initiatives.
• Drive continuous improvement, change management and strategic operational projects.
• Partner with local and international stakeholders to ensure business alignment and successful delivery.

Who we look for

• Proven experience leading Contact Center, Customer Service or Customer Operations environments.
• Strong track record managing managers, supervisors or team leaders.
• Experience building, scaling or transforming service operations.
• Data-driven mindset with strong expertise in KPIs, SLAs and performance management.
• Excellent leadership, communication and stakeholder management skills.
• Mature, resilient and highly assertive leadership style.
• Ability to thrive in fast-paced and evolving environments.
• Professional German (minimum B2) and fluent English.

What we offer

Competitive Total Compensation package of up to €44K gross per year (paid in 14 instalments), plus:

• Private Health Insurance.
• Access to Nutrition and Psychology consultations.
• Progressive hybrid work model.