Operations Manager – BPO & Customer Experience

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