As an Operations Manager at Conectys, you will play a key role in supporting the successful launch and growth of operations in Portugal for one of our high-profile technology clients, recognized for its cutting-edge platform, software solutions, and global presence.
You will head regional Operations for our client’s Contact Center, managing multiple products in an omni-channel setting. You’ll be directly responsible for both Team People Leaders and technical individual contributors, driving performance and ensuring service excellence.
With over 3000 employees across 7 sites, Conectys is one of the fastest growing BPOs on the market, offering multilingual outsourcing services to customers in the Gaming and Entertainment, Consumer Electronics, Healthcare industries and many more. Here at Conectys we work together to support each other in a common interest, making our customers’ success our own success.
Your responsibilities:
- Lead end-to-end service delivery, ensuring operational excellence, client satisfaction, and continuous performance improvement aligned with contractual KPIs.
- Lead and mentor Team Leaders and individual contributors to consistently exceed performance and customer experience targets.
- Oversee multi-channel daily operations, maintaining alignment with KPIs and SLAs while serving as an escalation point to ensure service excellence.
- Foster a culture of continuous improvement by analyzing customer insights and performance data, championing tool and process enhancements, and partnering with global Training, QA, and Workforce Management teams to optimize effectiveness.
- Drive accountability and development through regular one-on-ones, performance reviews, team meetings, and consistent monitoring of team metrics and interaction quality.
- Collaborate in client-facing engagements alongside Business Relationship Management, while identifying and implementing internal and external efficiency gains.
What will make you successful in the role:
- Minimum education: Bachelor’s degree in relevant area.
- 5+ years of management experience in high-volume Contact Center operations, in organizations handling compliance frameworks such as PCI DSS – experience in the tech or software industry is a plus.
- Demonstrated ability to lead end-to-end service delivery in a contact center environment, ensuring operational excellence, client satisfaction, and continuous performance improvement aligned with contractual KPIs.
- Proficiency in MS Office Suite.
- Experience with CRM and contact center systems (e.g., Salesforce, Aspect, Five9, Zendesk).
- Fluency in English, C1 level.
- Proven ability to lead and develop both frontline contributors and people managers.
- Demonstrated success in meeting or exceeding sales goals and service performance metrics.
- Strong understanding of multi-channel operations.
- Excellent communication, coaching, and motivational skills with a focus on team empowerment and accountability.
- Strong analytical mindset; comfortable using data to drive decisions and improvements.
Sounds good? Find out what you can get:
- Innovative Culture: Be part of a forward-thinking team at Conectys where creativity, collaboration, and new ideas are celebrated.
- Global Impact: Play a critical role in shaping the future of global outsourcing and customer experience management.
- Career Growth: Enjoy significant opportunities for professional development and career advancement within a rapidly growing global organization.
- Competitive Benefits: Attractive compensation packages, comprehensive health benefits, and flexible work arrangements designed to support a balanced lifestyle.
We take pride in our approach to diversity, as we believe it adds value to every organization and enriches each of our lives. We are committed to the fair treatment of our staff, regardless of race, gender, religion, sexual orientation, responsibility for dependents, age, physical/mental disability, or background