Contact Center Operations Management Support
Accenture — Lisbon Santos 37
Posted 2026-10-30
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, productivi