Spanish-Speaking Ops Leader – Travel Focus, Lisbon

Workster; Lisboa; On-site; EUR 55,000 - 75,000; Full time

Benefits offered by this job

Competitive salary

Performance bonus

On-site in Lisbon

Leadership development programmes

Progression toward P&L ownership

International, multicultural enviro n.

Job summary

Workster in Lisbon is seeking an experienced Spanish Speaking Operations Manager II to lead a multi-team BPO operation and drive performance. This hands-on role requires strong leadership, client management and a track record of improving KPIs in contact centre environments.

You will work closely with HR, Training, Quality and WFM to deliver service excellence, profitability and growth opportunities while supporting senior stakeholders and strategic vendors.

Qualifications

• C1 English and C1 Spanish required.
• Several years in BPO/contact centre operations management.
• 2–4 years of progressive management experience.
• Experience supervising multiple teams and leaders.

Responsibilities

• Lead day-to-day operations and manage multiple teams.
• Manage Managers, Supervisors and Team Leaders.
• Own operational KPIs, quality and performance.
• Coach, develop and evaluate direct reports.
• Conduct regular 1-to-1 meetings and performance reviews.
• Identify performance gaps and implement improvement plans.
• Manage client SLAs and ensure targets are met.
• Build and maintain strong client relationships.
• Lead business reviews and present performance reports.
• Collaborate with HR, Training, Quality, WFM and Talent Acquisition.
• Drive continuous improvement and employee engagement.
• Contribute to profitability, utilization and operational efficiency.
• Support Business Development with growth opportunities.
• Work with strategic vendors and stay updated on industry trends.

Skills

C1 English

C1 Spanish

BPO / contact centre ops mgmt

2–4 years progressive mgmt

Analytical skills

Communication skills

Stakeholder management

Job description

Workster in Lisbon is seeking an experienced Spanish Speaking Operations Manager II to lead a multi-team BPO operation and drive performance. This hands-on role requires strong leadership, client management and a track record of improving KPIs in contact centre environments.

You will work closely with HR, Training, Quality and WFM to deliver service excellence, profitability and growth opportunities while supporting senior stakeholders and strategic vendors.