David Kennedy Recruitment is working with a global technology and services company, operating in over 70 countries and helping well-known brands improve their businesses through technology and integrated solutions, that is seeking to onboard an Operations Manager II to join their team in Lisbon.
The successful candidate will lead the on-site operations floor day to day, making sure performance goals are met across all teams and that client expectations for quality, efficiency and customer journey improvement are delivered. The company is looking for a hands-on leader with a strong BPO background who owns the floor.
Position: Operations Manager II
Location: Lisbon, Portugal
Work model: On-site
Employment type: Full-time
DUTIES AND RESPONSIBILITIES:
Lead the operations floor, managing managers, supervisors and their teams, with accountability for the performance and results of multiple units
Select, train, develop and manage the performance of direct reports, planning and assigning work in line with company policies and legal requirements
Hold regular one-on-ones with direct reports to review performance and provide ongoing coaching
Analyse and maintain client Service Level Agreements, implement improvement plans where needed and ensure compliance with active contracts
Own client relationships, keeping communication open, understanding expectations and monitoring satisfaction
Host regular Business Reviews, presenting service and Operational Efficiency Reports, and lead weekly meetings with functional leaders on site operations and upcoming needs
Work with Training, HR, Quality, WFM and Talent Acquisition to build action plans that solve issues and drive continuous improvement
Contribute to programme profitability (revenue, margins, billing, seat utilisation and retention), with training and support to grow towards full P&L ownership
Partner with Business Development on growth opportunities and support site visits from potential clients
REQUIREMENTS:
English at C1 level
Several years of BPO / contact centre operations management experience, ideally in the Portuguese market
2–4 years of progressive management experience leading supervisors and team leaders
Strong floor leadership: visible, hands-on and able to drive performance across multiple teams
Experienced coach and mentor, able to build action plans that maximise performance and give effective feedback
Ability to analyse and improve work processes and lead change in a fast-paced environment
Able to work well under pressure, follow through to completion and maintain a professional demeanour
Excellent written and verbal communication skills, confident presenting to clients and internal stakeholders
Willing to work a flexible schedule
Based in Lisbon and legally authorised to work in Portugal
OFFER:
Competitive base salary depending on experience
Annual bonus
Meal allowance of €7.63 per working day
Health insurance from day one
Central location in Lisbon
Full paid onboarding on the company and the programme you will lead
Leadership and career development programmes