Operations Manager – BPO & Customer Experience | Lisbon, Portugal

Workster; Lisboa; On-site; EUR 55,000 - 80,000; Full time

Benefits offered by this job

Competitive salary

Performance bonus

On-site position

Onboarding and training

Leadership development programmes

Career progression toward P&L

International and multicultural work环境

Job summary

Workster in Lisbon is seeking an experienced Operations Manager to lead day-to-day BPO operations on-site. You will manage multiple teams, drive KPI performance, and partner with client stakeholders to meet contractual targets.

You will coach and develop supervisors and leaders, run regular reviews, and implement improvement plans. The role emphasizes profitability, engagement, and cross-functional collaboration with HR, Training, Quality, and Talent Acquisition.

Qualifications

• Several years of BPO / contact centre operations management experience
• 2-4 years of progressive management experience
• Experience managing Supervisors, Team Leaders and multiple teams
• Strong hands-on leadership and coaching skills
• Excellent KPI and performance management abilities
• Strong analytical and problem-solving skills
• Experience with process improvement and change management
• Excellent communication and presentation skills
• Comfortable communicating with clients and senior stakeholders
• Ability to work under pressure in a fast-paced environment
• Flexibility to work different schedules
• P&L or budget management experience is a plus

Responsibilities

• Lead the day-to-day operations and manage multiple teams
• Manage Managers, Supervisors and Team Leaders
• Take ownership of operational KPIs, quality and performance
• Coach, develop and evaluate direct reports
• Conduct regular 1-to-1 meetings and performance reviews
• Identify performance gaps and implement improvement plans
• Manage client SLAs and ensure contractual targets are met
• Build and maintain strong client relationships
• Lead regular business reviews and present performance reports
• Work closely with HR, Training, Quality, WFM and Talent Acquisition
• Drive continuous improvement across operations
• Support employee engagement, development and recognition initiatives
• Handle employee relations matters professionally
• Contribute to profitability, retention, utilisation and operational efficiency
• Support Business Development with potential growth opportunities
• Work with strategic vendors and stay updated on industry trends

Job description

We are looking for an experienced Operations Manager to join a leading international BPO and customer experience company in Lisbon.

This is a hands-on leadership role for someone with strong BPO/contact centre experience who can lead multiple teams, drive operational performance and manage client relationships.

Your Responsibilities

• Lead the day-to-day operations and manage multiple teams
• Manage Managers, Supervisors and Team Leaders
• Take ownership of operational KPIs, quality and performance
• Coach, develop and evaluate direct reports
• Conduct regular 1-to-1 meetings and performance reviews
• Identify performance gaps and implement improvement plans
• Manage client SLAs and ensure contractual targets are met
• Build and maintain strong client relationships
• Lead regular business reviews and present performance reports
• Work closely with HR, Training, Quality, WFM and Talent Acquisition
• Drive continuous improvement across operations
• Support employee engagement, development and recognition initiatives
• Handle employee relations matters professionally
• Contribute to profitability, retention, utilisation and operational efficiency
• Support Business Development with potential growth opportunities
• Work with strategic vendors and stay updated on industry trends

Requirements

• Several years of BPO / contact centre operations management experience
• 2-4 years of progressive management experience
• Experience managing Supervisors, Team Leaders and multiple teams
• Strong hands-on leadership and coaching skills
• Excellent KPI and performance management abilities
• Strong analytical and problem-solving skills
• Experience with process improvement and change management
• Excellent communication and presentation skills
• Comfortable communicating with clients and senior stakeholders
• Ability to work under pressure in a fast-paced environment
• Flexibility to work different schedules
• P&L or budget management experience is a plus

Offer

• Competitive salary + performance bonus
• Lisbon, Portugal
• On-site position
• Full paid onboarding and training
• Leadership and career development programmes
• Opportunity to progress towards full P&L ownership
• International and multicultural working environment