Operations Manager II (REF DSR 043)

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

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