Operations Manager Ii - En C1 - Lisbon

Concentrix Portugal; Lisboa; Sur place; EUR 60 000 - 90 000; Plein temps

Avantages offerts par ce poste

Competitive compensation

On-site in Lisbon

Onboarding program

Leadership development

P&L ownership path

Résumé du poste

Concentrix Portugal in Lisbon is seeking an experienced Operations Manager to lead multi‑team BPO operations on-site. You will drive performance, coach managers, and ensure targets are met across the centre while maintaining a customer‑first focus.

You will monitor KPIs and SLAs, lead business reviews, and collaborate with HR, Training, Quality, WFM and Talent Acquisition to improve results. The role includes leadership development and a clear path toward full P&L ownership.

Qualifications

• Several years of BPO/contact centre operations management experience, ideally in Portugal.
• 2–4 years of progressive management experience leading supervisors and team leaders.
• Strong analytical, problem‑solving, communication, and presentation skills.
• P&L or budget management experience is an advantage, but not mandatory.

Responsabilités

• Lead managers, supervisors, and multiple operational teams, ensuring performance targets are met.
• Coach and develop direct reports, manage performance, and drive accountability.
• Monitor KPIs, SLAs, client satisfaction, and contractual compliance.
• Build strong client relationships and lead business reviews and operational performance meetings.
• Partner with HR, Training, Quality, Workforce Management, and Talent Acquisition to improve results.
• Foster employee engagement, resolve people‑related issues, and promote continuous improvement.
• Contribute to profitability, including revenue, margins, billing, seat utilization, and retention.
• Support business growth, client visits, and strategic vendor relationships.
• Develop towards full P&L ownership with appropriate training and support.

Connaissances

Leadership

Strategic planning

English C1

KPIs & SLAs

Change management

Description du poste

Lisbon, Portugal | On‑Site

Experience the power of a game-changing career
Ready to take your leadership career further? Join Concentrix in Lisbon and lead multi‑team BPO operations in a global company, with a competitive salary, performance bonus, and leadership development opportunities.

What you will do in this role

• Lead managers, supervisors, and multiple operational teams, ensuring performance targets are met.
• Coach and develop direct reports, manage performance, and drive accountability.
• Monitor KPIs, Service Level Agreements (SLAs), client satisfaction, and contractual compliance.
• Build strong client relationships and lead business reviews and operational performance meetings.
• Partner with HR, Training, Quality, Workforce Management, and Talent Acquisition to improve results.
• Foster employee engagement, resolve people‑related issues, and promote continuous improvement.
• Contribute to profitability, including revenue, margins, billing, seat utilization, and retention.
• Support business growth, client visits, and strategic vendor relationships.
• Develop towards full P&L ownership with appropriate training and support.

Your qualifications

• C1 English proficiency, both written and spoken (mandatory).
• Several years of BPO/contact centre operations management experience, ideally in Portugal.
• 2–4 years of progressive management experience leading supervisors and team leaders.
• Proven ability to lead operational teams, coach managers, and improve performance.
• Strong analytical, problem‑solving, communication, and presentation skills.
• Ability to manage change, work under pressure, and maintain a professional approach.
• Flexibility to adapt to operational scheduling requirements.
• P&L or budget management experience is an advantage, but not mandatory.

What's in it for you?

• Competitive salary and performance bonus.
• Central Lisbon location, working on‑site.
• Fully paid onboarding to prepare you for the role and client programme.
• Leadership and career development programmes to support your professional growth.
• Career progression opportunities, including development towards full P&L ownership.

Ready to lead the way?

Take the next step in your career and make an impact on operational performance, team development, and client success.

Concentrix is an equal‑opportunity employer

We're committed to equal employment opportunities and a workplace free from discrimination and harassment. All recruitment decisions are based on business needs, job requirements, and professional qualifications, in accordance with applicable laws.

Eligibility to work

Only candidates legally authorized to work in Portugal will be considered for this position.