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