German-Speaking Customer Service Manager
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Ready to build and lead a growing customer operations hub in Portugal? Join a strategic international project and play a key role in developing teams, driving performance, and shaping operational excellence from day one
What will you do?We are looking for a Contact Center Manager to lead and develop a growing customer operations team in Portugal. This strategic leadership role combines people management, operational excellence, and performance delivery.
- Key Responsibilities- Lead, develop and inspire a team of 2 Team Leaders and approximately 50 Customer Service Agents.
- Drive operational excellence through KPI management, quality standards and service performance.
- Develop leaders and build a high-performing, customer-centric culture.
- Define and optimize processes, procedures and operational governance.
- Oversee workforce planning, resource allocation and overall operational efficiency.
- Lead recruitment, onboarding, training and talent development initiatives.
- Drive continuous improvement, change management and strategic operational projects.
- Partner with local and international stakeholders to ensure business alignment and successful delivery.
- Proven experience leading Contact Center, Customer Service or Customer Operations environments.
- Strong track record managing managers, supervisors or team leaders.
- Experience building, scaling or transforming service operations.
- Data-driven mindset with strong expertise in KPIs, SLAs and performance management.
- Excellent leadership, communication and stakeholder management skills.
- Mature, resilient and highly assertive leadership style.
- Ability to thrive in fast-paced and evolving environments.
- Professional German (minimum B2) and fluent English.
Competitive Total Compensation package of up to €44K gross per year (paid in 14 instalments), plus:
- Private Health Insurance.
- Access to Nutrition and Psychology consultations.
- Progressive hybrid work model.
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