Senior Operations Leader - Lisbon Contact Centre

Workster Jobs; Lisboa; On-site; EUR 70,000 - 100,000; Full time

Benefits offered by this job

Health insurance

Bonus

Leadership development

Career progression

Job summary

Workster is partnering with a leading international technology and customer experience company to recruit an experienced Operations Manager for Lisbon, Portugal. This is a fully on‑site, senior leadership role overseeing day‑to‑day contact centre operations and multiple teams to ensure service excellence and KPI achievement.

You will drive engagement, people development, and continuous improvement while owning operational performance across business units.

Qualifications

• Extensive BPO experience with contact centre operations management.
• Proven ability to manage multiple teams and ownership of performance.
• Excellent coaching, mentoring and people development skills.
• Strong leadership with a hands‑on approach to operations management.
• Experience monitoring KPIs, SLAs, quality and efficiency improvements.
• Capacity to build client relationships and present performance reports.

Responsibilities

• Lead daily contact centre operations, overseeing managers, supervisors, team leaders, and their teams.
• Take responsibility for operational performance and results across multiple teams and units.
• Recruit, train, develop and manage direct reports with workforce planning and performance management.
• Conduct regular one‑to‑one meetings to review performance and development plans.
• Monitor KPIs and ensure service delivery meets targets.
• Manage client SLAs and implement corrective actions as needed.
• Ensure compliance with contracts, policies and quality standards.
• Build strong client relationships and communicate business expectations clearly.
• Lead business reviews and present operational performance and efficiency reports.
• Coordinate weekly operations meetings with department leaders on priorities and challenges.
• Collaborate with Training, HR, QA, WFM, and Talent Acquisition teams.
• Identify challenges and implement action plans to improve productivity and quality.
• Promote a positive environment through engagement, coaching and development.

Skills

BPO Leadership

Contact Centre Ops

KPIs & SLAs

People Management

Coaching & Development

Strategic Planning

Job description

Workster is partnering with a leading international technology and customer experience company to recruit an experienced Operations Manager for Lisbon, Portugal. This is a fully on‑site, senior leadership role overseeing day‑to‑day contact centre operations and multiple teams to ensure service excellence and KPI achievement.

You will drive engagement, people development, and continuous improvement while owning operational performance across business units.