Operations Manager II

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