Operations Manager – BPO & Customer Experience

Job description

Workster is partnering with a leading international technology and customer experience company to recruit an experienced Operations Manager for its operations in Lisbon, Portugal. In this senior leadership position, you will oversee day-to-day contact centre operations, managing multiple teams and their leaders while ensuring operational excellence, client satisfaction, and the achievement of key performance indicators. You will play a central role in driving service quality, operational efficiency, employee engagement, and continuous improvement. We are looking for a hands-on, results-driven leader with extensive BPO experience, strong people management skills, and the ability to take full ownership of operational performance. This is a fully on-site position, and candidates must already be based in Lisbon. Your Role Lead daily contact centre operations, overseeing managers, supervisors, team leaders, and their respective teams Take responsibility for operational performance and results across multiple teams and business units Recruit, train, develop, and manage direct reports, ensuring effective workforce planning and performance management Conduct regular one-to-one meetings with direct reports to review performance, provide coaching, and establish development plans Monitor operational KPIs and ensure service delivery consistently meets agreed performance targets Manage and maintain client Service Level Agreements (SLAs), implementing corrective actions and improvement plans whenever necessary Ensure operational compliance with client contracts, company policies, and established quality standards Build and maintain strong client relationships, ensuring clear communication and alignment with business expectations Lead regular business reviews, presenting operational performance, service quality, and efficiency reports Coordinate weekly operational meetings with department leaders to review challenges, priorities, and upcoming requirements Collaborate closely with Training, Human Resources, Quality Assurance, Workforce Management, and Talent Acquisition teams Identify operational challenges and implement strategic action plans to improve productivity, quality, and customer satisfaction Promote a positive working environment through employee engagement, recognition, coaching, and professional development initiatives Manage employee relations matters professionally and support effective conflict resolution Contribute to program profitability by monitoring revenue, operational margins, billing, seat utilisation, and employee retention Support financial planning and progressively develop responsibility for profit and loss management Collaborate with Business Development teams to identify growth opportunities and support visits from prospective clients Maintain relationships with strategic vendors and stay informed about developments and best practices within the BPO industry Your Qualifications English proficiency at C1 level or higher is mandatory Several years of professional experience in BPO or contact centre operations management Previous experience within the Portuguese BPO market is highly desirable Between 2 and 4 years of progressive management experience leading supervisors, team leaders, or operational management teams Proven ability to manage multiple teams and take ownership of operational performance Strong leadership skills with a visible, hands-on approach to managing contact centre operations Experience monitoring and improving KPIs, SLAs, service quality, and operational efficiency Excellent coaching, mentoring, and people development capabilities Ability to design and implement performance improvement plans Strong analytical skills and experience identifying opportunities to optimise operational processes Experience managing client relationships and presenting business performance reports Excellent written and verbal communication skills, with confidence presenting to senior stakeholders Strong organisational skills and ability to manage competing priorities Ability to lead organisational change and maintain performance in a fast-paced environment Professional, resilient, and solution-oriented approach to operational challenges Experience collaborating with cross-functional teams, including HR, Quality, Training, and Workforce Management Previous experience in P&L management, budgeting, or financial performance monitoring is an advantage but not mandatory Flexibility regarding working schedules according to operational requirements Must already be based in Lisbon, Portugal – this is a mandatory requirement Legal authorisation to work in Portugal The Offer Fully on-site leadership position in Lisbon, Portugal Mandatory requirement to be currently based in Lisbon 12-month employment contract 180-day probationary period Health insurance from the first day of employment Performance-based bonus Full paid onboarding and training on company operations and the program you will manage Comprehensive introduction to internal processes, operational systems, and client requirements Leadership development and career progression programs Opportunity to manage multiple operational teams and develop senior management capabilities Exposure to international clients and complex business operations Opportunity to develop financial management skills, including P&L responsibility Direct involvement in operational strategy, business reviews, and continuous improvement initiatives Collaboration with senior leadership and cross-functional management teams Central office location in Lisbon Dynamic, multicultural, and performance-driven working environment Professional development opportunities within a large international organisation