Operations Manager II

David Kennedy Recruitment; Lisboa; Presencial; EUR 60.000 - 90.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Annual bonus

Meal allowance

Health insurance

Central location in Lisbon

Onboarding

Career development

Descripción de la vacante

David Kennedy Recruitment in Lisbon is seeking an Operations Manager II to lead the on-site operations floor, ensuring performance goals across multiple units and delivering client expectations on quality and efficiency.

You will be a hands-on leader with a strong BPO background, responsible for coaching managers, driving continuous improvement, managing SLAs, and building relationships with clients while supporting growth initiatives.

Formación

• English at C1 level required.
• Several years of BPO/contact centre operations management experience.
• 2–4 years of progressive management experience leading supervisors and team leaders.
• Strong floor leadership with hands-on approach.
• Excellent coaching and feedback skills.
• Ability to analyse and improve work processes in a fast-paced environment.
• Able to work under pressure and maintain professionalism.
• Based in Lisbon and legally authorized to work in Portugal.

Responsabilidades

• Lead the operations floor, managing managers and teams with accountability for performance.
• Select, train and manage direct reports, planning and assigning work per policy.
• Hold regular one-on-ones and provide ongoing coaching.
• Analyse SLAs, implement improvement plans and ensure contract compliance.
• Own client relationships, communicate expectations and monitor satisfaction.
• Host Business Reviews and lead weekly on-site meetings with leaders.
• Collaborate with Training, HR, Quality, WFM and TA to drive improvements.
• Support profitability and growth toward full P&L ownership.
• Partner with Business Development on growth opportunities and client site visits.

Conocimientos

English C1 level

BPO operations leadership

People leadership

Coaching/mentoring

Process improvement

Strong communication

Resilience under pressure

Descripción del empleo

David Kennedy Recruitment is working with a global technology and services company, operating in over 70 countries and helping well-known brands improve their businesses through technology and integrated solutions, that is seeking to onboard an Operations Manager II to join their team in Lisbon.

The successful candidate will lead the on-site operations floor day to day, making sure performance goals are met across all teams and that client expectations for quality, efficiency and customer journey improvement are delivered. The company is looking for a hands-on leader with a strong BPO background who owns the floor.

Position: Operations Manager II

Location: Lisbon, Portugal

Work model: On-site

Employment type: Full-time

DUTIES AND RESPONSIBILITIES:

• Lead the operations floor, managing managers, supervisors and their teams, with accountability for the performance and results of multiple units

• Select, train, develop and manage the performance of direct reports, planning and assigning work in line with company policies and legal requirements

• Hold regular one-on-ones with direct reports to review performance and provide ongoing coaching

• Analyse and maintain client Service Level Agreements, implement improvement plans where needed and ensure compliance with active contracts

• Own client relationships, keeping communication open, understanding expectations and monitoring satisfaction

• Host regular Business Reviews, presenting service and Operational Efficiency Reports, and lead weekly meetings with functional leaders on site operations and upcoming needs

• Work with Training, HR, Quality, WFM and Talent Acquisition to build action plans that solve issues and drive continuous improvement

• Contribute to programme profitability (revenue, margins, billing, seat utilisation and retention), with training and support to grow towards full P&L ownership

• Partner with Business Development on growth opportunities and support site visits from potential clients

REQUIREMENTS:

• English at C1 level

• Several years of BPO / contact centre operations management experience, ideally in the Portuguese market

• 2–4 years of progressive management experience leading supervisors and team leaders

• Strong floor leadership: visible, hands-on and able to drive performance across multiple teams

• Experienced coach and mentor, able to build action plans that maximise performance and give effective feedback

• Ability to analyse and improve work processes and lead change in a fast-paced environment

• Able to work well under pressure, follow through to completion and maintain a professional demeanour

• Excellent written and verbal communication skills, confident presenting to clients and internal stakeholders

• Willing to work a flexible schedule

• Based in Lisbon and legally authorised to work in Portugal

OFFER:

• Competitive base salary depending on experience

• Annual bonus

• Meal allowance of €7.63 per working day

• Health insurance from day one

• Central location in Lisbon

• Full paid onboarding on the company and the programme you will lead

• Leadership and career development programmes