Operations Manager

VikingCloud; Lisboa; Presencial; EUR 70 000 - 90 000; Tempo integral

Resumo da oferta

VikingCloud in Lisbon, Portugal seeks an experienced Service Delivery Leader to drive end-to-end operations, client satisfaction, and ongoing performance improvements. You will mentor Team Leaders, oversee multi-channel delivery, and ensure KPIs are met while collaborating with global teams to optimize processes.

The role requires 5+ years in high-volume contact centers, English fluency at a C1 level, CRM experience, and a track record of achieving service and sales goals.

Qualificações

• Bachelor’s degree required.
• 5+ years of management experience in high-volume contact center operations.
• Proven ability to lead end-to-end service delivery with KPIs and SLAs.
• Strong MS Office proficiency and CRM/contact center system experience.
• Fluency in English (C1) and leadership of frontline teams.

Responsabilidades

• Lead end-to-end service delivery with a focus on operational excellence and KPIs.
• Mentor Team Leaders and contributors to exceed performance targets.
• Oversee multi-channel operations and escalation handling.
• Drive continuous improvement using data, insights, and process enhancements.
• Collaborate with client-facing teams to optimize efficiency and outcomes.
• Manage client expectations and escalate issues when needed.

Conhecimentos

Fluency in English

People management

Data-driven decision making

Coaching and mentoring

Analytical mindset

Multi-channel operations

Formação académica

Bachelor’s degree

Ferramentas

Salesforce

Aspect

Five9

Zendesk

Descrição da oferta de emprego

About VikingCloud

VikingCloud is the leading Predict-to-Prevent cybersecurity and compliance company, offering businesses a single, integrated solution to make informed, predictive, and cost-effective risk mitigation decisions - faster. Powered by the Asgard Platform™, the industry’s largest repository of anonymized cybersecurity and compliance event data, we continuously monitor and analyze over 6+ billion online events every day.

Location: Lisbon, Portugal

About VikingCloud

VikingCloud is the leading Predict-to-Prevent cybersecurity and compliance company, offering businesses a single, integrated solution to make informed, predictive, and cost-effective risk mitigation decisions - faster. Powered by the Asgard Platform™, the industry’s largest repository of anonymized cybersecurity and compliance event data, we continuously monitor and analyze over 6+ billion online events every day.

VikingCloud is the one-stop partner trusted by 4+ million customers to provide the predictive intelligence and competitive edge they need to stay one step ahead of cybersecurity and compliance disruptions to their business. Our 1,000 dedicated cybersecurity and compliance expert advisors understand that it's not just about technology. It's about transacting business and delivering an exceptional customer experience every day, without fail. That's the measurable value we deliver. And that's what we call, Business Uninterrupted.

Responsibilities

• Lead end-to-end service delivery, ensuring operational excellence, client satisfaction, and continuous performance improvement aligned with contractual KPIs.
• Lead and mentor Team Leaders and individual contributors to consistently exceed performance and customer experience targets.
• Oversee multi-channel daily operations, maintaining alignment with KPIs and SLAs while serving as an escalation point to ensure service excellence.
• Foster a culture of continuous improvement by analyzing customer insights and performance data, championing tool and process enhancements, and partnering with global Training, QA, and Workforce Management teams to optimize effectiveness.
• Drive accountability and development through regular one-on-ones, performance reviews, team meetings, and consistent monitoring of team metrics and interaction quality.
• Collaborate in client-facing engagements alongside Business Relationship Management, while identifying and implementing internal and external efficiency gains.
• Proactively manage clients' expectations, serving as the first line of escalation for any delivery or operational issues.

Qualifications

• Minimum education: Bachelor’s degree in relevant area.
• 5+ years of management experience in high-volume Contact Center operations, in organizations handling compliance frameworks such as PCI DSS - experience in the tech or software industry is a plus.
• Demonstrated ability to lead end-to-end service delivery in a contact center environment, ensuring operational excellence, client satisfaction, and continuous performance improvement aligned with contractual KPIs.
• Proficiency in MS Office Suite.
• Experience with CRM and contact center systems (e.g., Salesforce, Aspect, Five9, Zendesk).
• Fluency in English, C1 level.
• Proven ability to lead and develop both frontline contributors and people managers.
• Demonstrated success in meeting or exceeding sales goals and service performance metrics.
• Strong understanding of multi-channel operations.
• Excellent communication, coaching, and motivational skills with a focus on team empowerment and accountability.
• Strong analytical mindset; comfortable using data to drive decisions and improvements.
• Open mind, eagerness to learn and ability for quick decision making.

We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, political affiliation or opinion, medical condition, status as a veteran, and/or any other federal, state, or local protected class.