Operations Manager II - EN C1 - Lisbon

Concentrix Lisboa, Unipessoal Lda.; Lisboa; On-site; EUR 55,000 - 75,000; Full time

Job summary

Concentrix Lisboa, Unipessoal Lda. in Lisbon seeks an Operations Manager II to lead and coach a group of Operations Managers and Team Leaders, ensuring service levels, client satisfaction and profitable delivery.

You will drive revenue growth, monitor training, manage performance, and align actions with contracts. Strong communication and a track record of improving processes in a fast-paced environment are essential.

Qualifications

• English C1 level is mandatory.
• Associate’s Degree preferred; 10+ years experience with 2–4 years progressive management.
• Strong ability to analyze and improve processes.
• Proven coaching and development of action plans.
• Change management and adaptability to business needs.
• Work well under pressure with professional demeanor.
• Excellent written and verbal communication.
• Strong organization and prioritization in fast-paced env.
• Experience mentoring and guiding a team.
• Proactive ownership and continuous improvement.
• Customer service orientation.
• Willingness to flexible schedule.

Responsibilities

• Maintain and grow revenue of programs including profitability, margins, billing, seat utilization and retention.
• Ensure programs have proficient training, staff development, and effective employee relations/recognition programs.
• Coach and manage performance of direct reports; plan and assign work.
• Provide leadership to ensure policy compliance and take corrective actions.
• Analyze and maintain Client SLAs; implement improvements.
• Ensure operations comply with active contracts.
• Oversee client relationships; monitor satisfaction.
• Partner with Business Development to expand new business.
• Conduct regular one-on-ones with direct reports.
• Foster positive work environment and handle employee relations.
• Participate in cross-functional meetings to drive improvements.
• Maintain relationships with strategic vendors; stay aware of trends.
• Participate in opportunity reviews and site visits.
• Host business reviews and manage reports; coordinate weekly leadership meetings.

Skills

English C1 level

Leadership

Coaching & development

Communication

Project prioritization

Mentoring

Initiative

Customer service

Change management

Process improvement

Resilience

Education

Associate’s Degree Preferred

Job description

Job Title: Operations Manager II - EN C1 - Lisbon

The Operations Manager II is responsible for coaching and supervising a group of Operations Managers and/or Team Leaders. This position is responsible for building and maintaining client relationships, meeting service level agreements and achieving financial expectations.

Essential Functions/Core Responsibilities

• Maintain and grow revenue of program(s); responsible for profitability including revenue, margins, billing, seat utilization and retention
• Ensures program has proficient training, staff development, and effective employee relation/recognition programs
• Selecting, training, developing, and managing performance of direct reports and their associates; including planning and assigning work for staff in accordance with the organization’s policies and applicable legal requirements
• Provide leadership and guidance to direct reports to ensure consistent administration of company policies and standards; define and implement any corrective actions needed to meet operational performance
• Analyze and maintain all Client Service Level Agreements; implement improvement plans as needed
• Ensure that the operations is in compliance with active contracts
• Oversee client relationships; facilitate open communications, understand client perspectives/expectations, and monitor client satisfaction
• Partnering with Business Development to leverage and expand new business from client(s)
• Conduct regular one-on-ones with direct reports to review individual performance, the performance of their teams and offer on-going developmental support
• Create a positive work environment through employee engagement; resolve employee relation issues in a professional and timely manner
• Participate in cross functional meetings to review information received from operational support functions - Training, HR, Quality, WFM, TA.- and partner to define action plans that resolve issues and drive continuous improvement
• Maintain relationships with strategic vendors in order to facilitate open communications, understand changing technologies and stay abreast of industry trends
• Participate in opportunity review calls for new business and facilitate site visits from potential clients, keep up to date through trade shows, industry events, and related activities
• Host Business reviews on regular basis, communicate the overall objectives within common reports (service reports and Operational Efficiency Reports), ensure that customer, operational and capacity requirements are addressed (i.e. Telecommunications, Information Technology, Legal, HR, Finance, Facilities), hold weekly meetings with all functional leaders and direct reports reviewing site operations, needs, and upcoming events

Candidate Profile

• English C1 level (mandatory)
• Associate’s Degree Preferred with more than ten years of experience (with two to four years of Progressive Management Experience) preferred
• Demonstrated ability to analyze and improve work processes; establish a course of action for self and others to accomplish specific goals
• Demonstrated ability to coach and develop action plans, which maximize performance, and provide effective feedback
• Demonstrated ability to implement Change; flexibility to quickly adapt to changing business needs
• Work well under pressure and follow through on items to completion while maintaining professional demeanor
• Excellent communication skills, both written and verbal. Ability to effectively present information to internal and external associates
• Proven ability to organize and prioritize projects in a fast-paced and deadline-oriented business environment
• Demonstrated ability to mentor, coach and provide direction to a team of employees
• Demonstrated ability to take initiative and ownership with focus on continuous improvement
• Demonstrated ability to foster customer service disposition and sense of professionalism for self and team
• Willingness to work a flexible schedule

Career Framework Role

Provides leadership to managers, supervisors and/or professional staff. Is accountable for the performance and results of multiple related units. Recommends operational objectives and develops departmental plans, including business, production and/or organizational priorities. Controls resources and policy formation in area of responsibility. Decisions are guided by resource availability and functional objectives. Develops and administers performance requirements; may have budget responsibilities.

Disclaimer

The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties, and skills required of personnel working within this job title.

Location: PRT Lisbon - Av. Mediterraneo, N°1

Language Requirements: Time Type: Full time

Mission

Hi, we're Concentrix. We’re a global technology and services leader that powers the brands of the future. We help well-known brands — the ones you use every day — improve their businesses with technology and integrated solutions, in over 70 countries. Company Overview: We power the brands of the future. Some call us a global technology and services leader. But we’re so much more. Human-centered, tech-powered, intelligence fuelled. Every day we’re busy helping over 2000 of the world's best brands solve their toughest business challenges. Whether it’s designing game-changing brand experiences, building and scaling secure AI technologies, or building loyalty to drive revenue. We’ve got them covered. But how? We design, build, and run fully integrated, end-to-end solutions across the entire enterprise, at speed and scale. We’re the strategic thinkers who designbrand-defining experiences. The technologists & engineers who buildsmarter solutions. And the operational experts who run it all and make it work seamlessly. By integrating strategy & design with data & analytics, enterprise technology, and digital operations. You could say, at the heart of everything we do lies a commitment to transform the way companies connect, interact, and grow across the world and into the future. Experience the power of Concentrix.

Concentrix CVG Corporation is an EEO/AA/M/F/Vet/Disability Employer.