Operations Manager – BPO & Customer Experience

This senior leadership role oversees day-to-day contact centre operations in Lisbon, managing multiple teams to ensure operational excellence, client satisfaction, and the achievement of key performance indicators. The position focuses on driving service quality, operational efficiency, and employee engagement while maintaining strong client relationships and ensuring compliance with service level agreements. The Operations Manager is responsible for leading business reviews, implementing strategic action plans, and supporting financial planning and P&L management.