Operations Manager (Spanish)

David Kennedy Recruitment; Lisboa; Presencial; EUR 55 000 - 75 000; Tempo integral

Vantagens oferecidas por esta oferta de emprego

Annual bonus

Meal allowance (€7.63/day)

Health insurance from day one

Central location in Lisbon

Full onboarding on the programme

Leadership development programmes

Competitive base salary

Resumo da oferta

David Kennedy Recruitment, on behalf of a global technology and services company, is seeking an Operations Manager to join the Lisbon team. The role focuses on leading on-site operations, driving performance across multiple units, and owning client relationships.

You will manage a team of managers and supervisors, coach staff, monitor SLAs, and work with HR, Training, and Quality to implement improvements. Based in Lisbon with an on-site work model, this is a full-time position with growth

Qualificações

• Fluent in English and Spanish (C1)
• Several years of BPO / contact centre operations management experience
• 2-4 years of progressive management experience
• Strong floor leadership with hands-on style
• Experience coaching and mentoring to maximise performance
• Ability to analyse and improve work processes and lead change
• Able to work under pressure and meet deadlines
• Excellent written and verbal communication; client and stakeholder interaction
• Willing to work a flexible schedule and be based in Lisbon, Portugal

Responsabilidades

• Lead the operations floor, managing managers, supervisors and their teams, accountable for performance across units
• Select, train, develop and manage direct reports, plan and assign work per policies and law
• Hold regular one-on-ones with direct reports to review performance and provide coaching
• Analyse and maintain client SLAs, implement improvement plans and ensure contract compliance
• Own client relationships, manage expectations and monitor satisfaction
• Host regular Business Reviews and lead weekly on-site meetings with leaders
• Collaborate with Training, HR, Quality, WFM and Talent Acquisition to drive improvements
• Contribute to programme profitability and growth towards full P&L ownership
• Partner with Business Development on growth opportunities and client site visits

Conhecimentos

BPO ops management

English & Spanish fluency

People leadership

Coaching & feedback

Process improvement

Communication skills

Flexible schedule

Lisbon-based; work legally Portugal

Descrição da oferta de emprego

David Kennedy Recruitment is working with a global technology and services company, operating in over 70 countries and helping well-known brands improve their businesses through technology and integrated solutions, that is seeking to onboard an Operations Manager to join their team in Lisbon.

The successful candidate will lead the on-site operations floor day to day, making sure performance goals are met across all teams and that client expectations for quality, efficiency and customer journey improvement are delivered. The company is looking for a hands-on leader with a strong BPO background who owns the floor.

Position: Operations Manager

Location: Lisbon, Portugal

Work model: On-site

Employment type: Full-time

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:

• Fluent in both Spanish and English at C1 level

• Several years of BPO / contact centre operations management experience, preferably with background in managing travel business

• 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:

• Competitive base salary depending on experience

• Annual bonus

• Meal allowance of €7.63 per working day

• Health insurance from day one

• Central location in Lisbon

• Full paid onboarding on the company and the programme you will lead

• Leadership and career development programmes