Operations Manager II (BPO)

Location: On-site in Lisbon, Portugal; candidates must be based in Lisbon and legally authorised to work in Portugal.

Company

hirify.global is hiring for a global technology and services company operating in more than 70 countries and delivering technology and integrated business solutions for well-known brands.

What you will do

• Lead the on-site operations floor and manage managers, supervisors, and multiple teams.
• Set objectives, assign work, coach direct reports, and manage performance.
• Maintain client Service Level Agreements and implement improvement plans.
• Own client relationships, lead business reviews, and present service and operational efficiency reports.
• Partner with Training, HR, Quality, WFM, and Talent Acquisition to resolve issues and drive continuous improvement.
• Support programme profitability, growth opportunities, and client site visits.

Requirements

• Based in Lisbon and legally authorised to work in Portugal.
• English at C1 level.
• Several years of BPO or contact centre operations management experience, ideally in the Portuguese market.
• 2–4 years of progressive management experience leading supervisors and team leaders.
• Strong hands-on floor leadership, coaching, mentoring, process improvement, and change management skills.
• Excellent written and verbal communication skills, flexibility to work under pressure, and willingness to work a flexible schedule.

Culture & Benefits

• Competitive base salary depending on experience and an annual bonus.
• Meal allowance of €7.63 per working day.
• Health insurance from day one.
• Full paid onboarding for the company and programme.
• Leadership and career development programmes.
• Central Lisbon work location.