Operations Manager

VikingCloud; Lisboa; Presencial; EUR 45 000 - 65 000; Tempo integral

Resumo da oferta

VikingCloud is seeking a seasoned Manager to lead Lisbon-based contact center operations, ensuring end-to-end service delivery and strong client satisfaction. You will mentor leaders and drive performance improvements aligned with KPIs and SLAs.

Required are 5+ years in high-volume contact center management, a Bachelor’s degree, and English at C1 level. Experience with CRM and contact center tools (Salesforce, Zendesk, Five9, Aspect) is essential. Equal opportunity employer.

Qualificações

• 5+ years of management experience in high-volume contact center operations.
• Demonstrated ability to lead end-to-end service delivery in a contact center.
• Fluency in English (C1 level).
• Proficiency with CRM and contact center systems (e.g., Salesforce, Aspect, Five9, Zendesk).
• Bachelor’s degree in a relevant area.

Responsabilidades

• Lead end-to-end service delivery, ensuring operational excellence and client satisfaction.
• Mentor Team Leaders and contributors to exceed performance targets.
• Oversee multi-channel daily operations and ensure alignment with KPIs and SLAs.
• Drive continuous improvement using data and customer insights.
• Collaborate in client-facing engagements and identify efficiency gains.

Conhecimentos

Leadership

Communication

Analytical mindset

Coaching

Formação académica

Bachelor’s degree

Ferramentas

Salesforce

Zendesk

Five9

Aspect

Descrição da oferta de emprego

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.

Employment Disclaimer: This position is advertised on behalf of Conectys Portugal (also known as Arcowave Portugal, Lda.), who will be the sole employer for all successful candidates. Conectys Portugal will be responsible for all employment legal obligations, employment protections, and employment remuneration and benefits. No employment relationship will exist with any other party involved in the recruitment process.

Privacy Disclaimer: As part of our recruitment and selection process, please be informed that your application data will be processed in accordance with applicable data protection laws, including the GDPR. To facilitate this process, your personal data shall be shared with Arcowave Portugal, Lda., as well as third-party service providers, who may assist with candidate assessment, recruitment administration, and background screening and vetting checks. These third parties are contractually bound to keep your information confidential and to use it solely for purposes related to the recruitment process. By submitting your application, you consent to this sharing of your data. For more information on how we handle your data, please refer to our Privacy Policy and notice.