German-Speaking Customer Service Manager

We are looking for a Contact Center Manager to lead and develop a growing customer operations team in Portugal. This strategic leadership role combines people management, operational excellence, and performance delivery.

Key Responsibilities

• Lead, develop and inspire a team of 2 Team Leaders and approximately 50 Customer Service Agents.
• Drive operational excellence through KPI management, quality standards and service performance.
• Develop leaders and build a high-performing, customer-centric culture.
• Define and optimize processes, procedures and operational governance.
• Oversee workforce planning, resource allocation and overall operational efficiency.
• Lead recruitment, onboarding, training and talent development initiatives.
• Drive continuous improvement, change management and strategic operational projects.
• Partner with local and international stakeholders to ensure business alignment and successful delivery.

What We're Looking For

• Proven experience leading Contact Center, Customer Service or Customer Operations environments.
• Strong track record managing managers, supervisors or team leaders.
• Experience building, scaling or transforming service operations.
• Data-driven mindset with strong expertise in KPIs, SLAs and performance management.
• Excellent leadership, communication and stakeholder management skills.
• Mature, resilient and highly assertive leadership style.
• Ability to thrive in fast-paced and evolving environments.
• Professional German (minimum B2) and fluent English.

Competitive Total Compensation package of up to €44K gross per year (paid in 14 instalments), plus:

• Private Health Insurance.
• Access to Nutrition and Psychology consultations.
• Progressive hybrid work model.