Contact Center Operations Management Support
Key Responsibilities:
- Oversee the daily operation of outbound campaigns, including customer databases, agent activity, productivity, priorities, and contact rules;
- Coordinate the launch, modification, and closure of sales campaigns, ensuring accurate segmentation, offers, and procedures;
- Monitor and analyse key commercial and operational KPIs, identifying performance gaps and improvement opportunities;
- Identify operational, data, contactability, and tool-related issues and coordinate their resolution with relevant stakeholders;
- Monitor call quality and ensure compliance with sales procedures, quality standards, legal requirements, and data protection guidelines;
- Prepare and update training materials, procedures, briefings, and operational documentation, providing support to Contact Center teams;
- Act as the operational point of contact between the client and the Contact Center provider, coordinating with internal teams and following up on operational and customer-related issues.
- Minimum of 1 year of experience in Contact Center operations, outbound campaigns, telesales, or commercial operations.
- Experience in monitoring commercial and operational KPIs, such as conversion, productivity, contactability, and quality.
- Fluency in Portuguese and an advanced level of English; Spanish is a plus.
Lisbon
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