On-Site BPO Operations Leader – Lisbon (Spanish)

David Kennedy Recruitment; Lisboa; On-site; EUR 55,000 - 75,000; Full time

Benefits offered by this job

Annual bonus

Meal allowance (€7.63/day)

Health insurance from day one

Central location in Lisbon

Full onboarding on the programme

Leadership development programmes

Competitive base salary

Job summary

David Kennedy Recruitment, on behalf of a global technology and services company, is seeking an Operations Manager to join the Lisbon team. The role focuses on leading on-site operations, driving performance across multiple units, and owning client relationships.

You will manage a team of managers and supervisors, coach staff, monitor SLAs, and work with HR, Training, and Quality to implement improvements. Based in Lisbon with an on-site work model, this is a full-time position with growth

Qualifications

• Fluent in English and Spanish (C1)
• Several years of BPO / contact centre operations management experience
• 2-4 years of progressive management experience
• Strong floor leadership with hands-on style
• Experience coaching and mentoring to maximise performance
• Ability to analyse and improve work processes and lead change
• Able to work under pressure and meet deadlines
• Excellent written and verbal communication; client and stakeholder interaction
• Willing to work a flexible schedule and be based in Lisbon, Portugal

Responsibilities

• Lead the operations floor, managing managers, supervisors and their teams, accountable for performance across units
• Select, train, develop and manage direct reports, plan and assign work per policies and law
• Hold regular one-on-ones with direct reports to review performance and provide coaching
• Analyse and maintain client SLAs, implement improvement plans and ensure contract compliance
• Own client relationships, manage expectations and monitor satisfaction
• Host regular Business Reviews and lead weekly on-site meetings with leaders
• Collaborate with Training, HR, Quality, WFM and Talent Acquisition to drive improvements
• Contribute to programme profitability and growth towards full P&L ownership
• Partner with Business Development on growth opportunities and client site visits

Skills

BPO ops management

English & Spanish fluency

People leadership

Coaching & feedback

Process improvement

Communication skills

Flexible schedule

Lisbon-based; work legally Portugal

Job description

David Kennedy Recruitment, on behalf of a global technology and services company, is seeking an Operations Manager to join the Lisbon team. The role focuses on leading on-site operations, driving performance across multiple units, and owning client relationships.

You will manage a team of managers and supervisors, coach staff, monitor SLAs, and work with HR, Training, and Quality to implement improvements. Based in Lisbon with an on-site work model, this is a full-time position with growth