Operations Manager

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