Senior On-site BPO Operations Lead (Lisbon)

David Kennedy Recruitment; Lisboa; Sur place; EUR 60 000 - 90 000; Plein temps

Avantages offerts par ce poste

Annual bonus

Meal allowance

Health insurance

Central location in Lisbon

Onboarding

Career development

Résumé du poste

David Kennedy Recruitment in Lisbon is seeking an Operations Manager II to lead the on-site operations floor, ensuring performance goals across multiple units and delivering client expectations on quality and efficiency.

You will be a hands-on leader with a strong BPO background, responsible for coaching managers, driving continuous improvement, managing SLAs, and building relationships with clients while supporting growth initiatives.

Qualifications

• English at C1 level required.
• Several years of BPO/contact centre operations management experience.
• 2–4 years of progressive management experience leading supervisors and team leaders.
• Strong floor leadership with hands-on approach.
• Excellent coaching and feedback skills.
• Ability to analyse and improve work processes in a fast-paced environment.
• Able to work under pressure and maintain professionalism.
• Based in Lisbon and legally authorized to work in Portugal.

Responsabilités

• Lead the operations floor, managing managers and teams with accountability for performance.
• Select, train and manage direct reports, planning and assigning work per policy.
• Hold regular one-on-ones and provide ongoing coaching.
• Analyse SLAs, implement improvement plans and ensure contract compliance.
• Own client relationships, communicate expectations and monitor satisfaction.
• Host Business Reviews and lead weekly on-site meetings with leaders.
• Collaborate with Training, HR, Quality, WFM and TA to drive improvements.
• Support profitability and growth toward full P&L ownership.
• Partner with Business Development on growth opportunities and client site visits.

Connaissances

English C1 level

BPO operations leadership

People leadership

Coaching/mentoring

Process improvement

Strong communication

Resilience under pressure

Description du poste

David Kennedy Recruitment in Lisbon is seeking an Operations Manager II to lead the on-site operations floor, ensuring performance goals across multiple units and delivering client expectations on quality and efficiency.

You will be a hands-on leader with a strong BPO background, responsible for coaching managers, driving continuous improvement, managing SLAs, and building relationships with clients while supporting growth initiatives.