Operations Manager BPO & Customer Experience (Lisboa)

Description :

Procuro um(a) Operations Manager para um prestador internacional de customer experience em Lisboa. Posição 100% presencial, reservada a quem já vive em Lisboa. O anúncio continua em inglês, língua de trabalho da operação.

I am recruiting a senior operations leader for an international customer experience provider in Lisbon. You will lead daily contact centre operations across several teams, own KPIs and client SLAs, and report to clients and senior stakeholders.

Your day to day:

• Lead managers, supervisors and team leaders across multiple operations.
• Monitor KPIs and SLAs, and drive corrective action plans when targets slip.
• Run business reviews and weekly operational meetings with clients.
• Track profitability metrics: revenue, margins, billing, retention.

What is offered:

• 2 500 € gross x14, adjusted to experience, plus annual bonus (4%) and meal allowance.
• Health insurance from day one.
• 12-month contract, on site in central Lisbon.
• Immediate start.

Send your CV and I will get back to you quickly.

Profil recherché :

• English C1 or higher (mandatory).
• Several years of BPO or contact centre operations, with 2 to 4 years in management roles.
• Experience in the Portuguese BPO market is a strong plus.
• Already based in Lisbon with legal authorisation to work in Portugal (both mandatory).