Spanish Speaking Operations Manager II – Travel business | Lisbon, Portugal
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We are looking for an experienced Spanish Speaking Operations Manager II to join a leading international BPO and customer experience company in Lisbon.
This is a hands-on leadership role for someone with strong BPO/contact centre experience who can lead multiple teams, drive operational performance and manage client relationships.
Preferably with background in managing Travel business.
Your Responsibilities
- Lead the day-to-day operations and manage multiple teams
- Manage Managers, Supervisors and Team Leaders
- Take ownership of operational KPIs, quality and performance
- Coach, develop and evaluate direct reports
- Conduct regular 1-to-1 meetings and performance reviews
- Identify performance gaps and implement improvement plans
- Manage client SLAs and ensure contractual targets are met
- Build and maintain strong client relationships
- Lead regular business reviews and present performance reports
- Work closely with HR, Training, Quality, WFM and Talent Acquisition
- Drive continuous improvement across operations
- Support employee engagement, development and recognition initiatives
- Handle employee relations matters professionally
- Contribute to profitability, retention, utilisation and operational efficiency
- Support Business Development with potential growth opportunities
- Work with strategic vendors and stay updated on industry trends
Requirements
- C1-level English and C1-level Spanish
- Several years of BPO / contact centre operations management experience
- 2–4 years of progressive management experience
- Experience managing Supervisors, Team Leaders and multiple teams
- Strong hands-on leadership and coaching skills
- Excellent KPI and performance management abilities
- Strong analytical and problem-solving skills
- Experience with process improvement and change management
- Excellent communication and presentation skills
- Comfortable communicating with clients and senior stakeholders
- Ability to work under pressure in a fast-paced environment
- Flexibility to work different schedules
- P&L or budget management experience is a plus
Offer
- Competitive salary + performance bonus
- Lisbon, Portugal
- On-site position
- Full paid onboarding and training
- Leadership and career development programmes
- Opportunity to progress towards full P&L ownership
- International and multicultural working environment
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