Lisbon Operations Leader - CX & Performance

Viking Cloud, Inc.; Lisboa; Híbrido; EUR 42 000 - 65 000; Tempo integral

Resumo da oferta

VikingCloud is seeking an Operations Manager to lead end-to-end service delivery in Lisbon, Portugal. You will drive operational excellence, coach leaders, and manage multi-channel operations to ensure client satisfaction and KPI attainment.

You will collaborate with Training, QA, and Workforce Management teams to optimize processes, empower teams, and deliver exceptional customer experiences. Fluency in English is required; PCI DSS experience is a plus.

Qualificações

• Bachelor’s degree in relevant area.
• 5+ years of management experience in high-volume contact center operations with PCI DSS experience a plus.
• Proficiency in MS Office Suite.
• Experience with CRM and contact center systems (Salesforce, Aspect, Five9, Zendesk).
• Fluency in English, C1 level.
• Proven ability to lead and develop frontline contributors and people managers.
• Track record of meeting or exceeding sales goals and service metrics.
• Strong understanding of multi-channel operations.
• Excellent communication, coaching, and motivational skills with a focus on empowerment and accountability.
• Strong analytical mindset; data-driven decision making.

Responsabilidades

• Lead end-to-end service delivery, ensuring operational excellence and client satisfaction against KPIs.
• Mentor Team Leaders and individual contributors to exceed performance targets.
• Oversee multi-channel daily operations; maintain KPI/SLAs and escalation point.
• Drive continuous improvement by analyzing customer insights and performance data; partner with Training, QA, and WFM teams.
• Drive accountability through regular one-on-ones, reviews, and team meetings; monitor metrics.

Conhecimentos

Leadership

Communication

Data-driven

Coaching

Multichannel

Open-minded

Formação académica

Bachelor’s degree

Ferramentas

MS Office

Salesforce

Zendesk

Five9

Aspect

Descrição da oferta de emprego

VikingCloud is seeking an Operations Manager to lead end-to-end service delivery in Lisbon, Portugal. You will drive operational excellence, coach leaders, and manage multi-channel operations to ensure client satisfaction and KPI attainment.

You will collaborate with Training, QA, and Workforce Management teams to optimize processes, empower teams, and deliver exceptional customer experiences. Fluency in English is required; PCI DSS experience is a plus.