Operations Manager II — Lisbon, On-site, Lead Ops & SLA

Cross Border Talents; Lisboa; On-site; EUR 24,000 - 32,000; Full time

Benefits offered by this job

Annual bonus

Meal allowance €7.63 per working day

Health insurance from day one

Job summary

Cross Border Talents in Lisbon, Portugal is seeking an Operations Manager II to lead on-site operations with accountability for the performance of multiple units. The role requires a hands-on leader who can drive improvements, manage SLAs, and partner with Business Development on growth opportunities.

Based in Lisbon, the role offers a full-time on-site position with an annual bonus and meal allowances. English at C1 level is required to effectively communicate with clients and teams.

Qualifications

• Minimum several years of BPO/contact centre operations management experience, ideally in the Portuguese market.
• Strong floor leadership with hands-on approach across multiple teams.
• Excellent written and verbal communication, confident presenting to clients and stakeholders.
• Able to work under pressure and manage changing priorities.

Responsibilities

• Lead the operations floor, managing managers, supervisors and their teams.
• Train and manage direct reports, plan work in line with company policies.
• Conduct regular one-on-ones to review performance and coach.
• Monitor client SLAs and implement improvement plans.
• Manage client relationships and communicate expectations effectively.
• Present service and operations reports in regular business reviews.
• Collaborate with HR, Quality, WFM and Talent Acquisition on action plans.
• Contribute to profitability by supporting revenue, margins and utilization.

Skills

BPO / contact centre ops mgmt

Team leadership

Client relationship mgmt

Job description

Cross Border Talents in Lisbon, Portugal is seeking an Operations Manager II to lead on-site operations with accountability for the performance of multiple units. The role requires a hands-on leader who can drive improvements, manage SLAs, and partner with Business Development on growth opportunities.

Based in Lisbon, the role offers a full-time on-site position with an annual bonus and meal allowances. English at C1 level is required to effectively communicate with clients and teams.