Operations Manager II

Cross Border Talents; Lisboa; On-site; EUR 25,000 - 30,000; Full time

Benefits offered by this job

Annual bonus

Meal allowance

Health insurance

Job summary

Cross Border Talents in Lisbon, Portugal, is hiring an Operations Manager II to lead multiple units on-site.

The role requires extensive BPO/contact centre operations management experience, overseeing managers and teams, with a focus on performance, client SLAs, and continuous improvement.

Qualifications

• Several years of BPO / contact centre operations management experience.
• 2–4 years of progressive management experience leading supervisors and team leaders.
• Based in Lisbon and legally authorised to work in Portugal.
• English at C1 level.
• Willing to work a flexible schedule.

Responsibilities

• Lead the operations floor, managing managers and teams to drive performance across units.
• Select, train and manage direct reports; plan and assign work per policies and laws.
• Conduct regular one-on-ones to review performance and coach.
• Analyze and maintain client SLAs; implement improvement plans and ensure contract compliance.
• Own client relationships; maintain open communication and monitor satisfaction.

Skills

Leadership

People management

Coaching

Operational excellence

Client relationship management

Performance monitoring

BPO / contact centre experience

Portuguese market familiarity

Job description

Position: Operations Manager II
Location: Lisbon, Portugal
Work model: On-site
Employment type: Full-time
Salary: 2500 Euros/monthly gross + other benefits

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:

• Annual bonus
• Meal allowance of €7.63 per working day
• Health insurance from day one