Open to opportunities

José Manuel Ferreira dos Santos

@josmanuelferreirados

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Experienced Head of Contact Center with a focus on customer service.

Bulgaria

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What I'm looking for

I am looking for a role that values inclusive leadership and offers opportunities for growth.

As the Head of Contact Center EMEA at bolttech, I manage and interface with both internal and BPO contact centers across multiple countries including Bulgaria, Croatia, Hungary, Poland, and South Africa. My role involves establishing new contact centers in Kenya, Portugal, and the UK, showcasing my ability to lead in diverse environments. I pride myself on being hard-working, analytical, and proactive, with a strong expertise in customer service outsourcing and operations.

Previously, I served as the Customer Service Operations Lead, where I managed internal customer experience and coordinated BPO contact centers. My experience spans various roles, including Operations Coordinator for Vodafone Portugal, where I led teams in providing remote support and coaching. I am committed to fostering engaged and inclusive environments based on trust and eco-social theories, and I have been working remotely since 2020, adapting to the evolving landscape of customer service.

Experience

Work history, roles, and key accomplishments

Current

Head of Contact Center EMEA

Current

bolttech

Jan 2023 - Present (2 years 7 months)

Managed and interfaced with internal and BPO Contact Centers across EMEA, including Bulgaria, Croatia, Hungary, Poland, and South Africa. Spearheaded the establishment of new Contact Centers in Kenya, Portugal, and the UK.

BPO Customer Service Operations Team Leadership Stakeholder Management Project Management Strategic Planning Process Improvement Recruitment

Operations Coordinator

Wondercom for Vodafone Portugal

Jan 2022 - Present (3 years 7 months)

Coordinated the Customer Service 1st line team for Enterprise Solutions Support & Managed Services (B2B), providing remote support, coaching, and implementing changes. Managed and designed KPIs, schedules, and holidays, while also leading quality and training initiatives and acting as a decision stakeholder in agent recruitment.

B2B Support Remote Team Management KPIs Recruitment Coaching Scheduling

TSOS Associate Manager

HCL Technologies for Xerox

Jan 2021 - Present (4 years 7 months)

Led and managed teams in an international environment, supporting field service and back office operations for various countries. These countries included Belgium, Denmark, Finland, the Netherlands, Norway, Portugal, Spain, Sweden, and the UK.

Team Leadership International Operations Back Office Operations Cross Cultural Communication Process Management Problem Solving Team Management Service Delivery Operational Excellence

Team Leader

TNB, Grupo Totalmedia

Jan 2020 - Present (5 years 7 months)

Led Customer Service teams for Logistics B2C, B2B, and distribution, providing remote support and coaching to coordinators and agents. Managed schedules and holidays, and facilitated interaction with internal departments and partners like IKEA and Leroy Merlin.

Team Leadership Customer Service Logistics B2C B2B Remote Support Coaching Scheduling Partner Management

Operations Coordinator

Rhmais for Vodafone Portugal

Jan 2009 - Present (16 years 7 months)

Coordinated operations at Data Support Customer Service in Lisbon and Porto, taking on responsibilities such as budgeting and benefits design. Supported various satellite projects and managed teams as a Team Leader.

Operations Coordination Data Support Customer Service Budgeting benefit design Team Leadership Customer service management Process Improvement

Team Leader

Rhmais for Vodafone Portugal

Jan 2004 - Present (21 years 7 months)

Led teams at Data Support Customer Service, overseeing daily operations and team performance. Provided guidance and support to ensure efficient customer service delivery.

Team Leadership Customer Service Data Support Team Management Performance Monitoring Problem Solving Communication Coaching Service Delivery

Team Leader

Rhmais for Vodafone Portugal

Jan 2001 - Present (24 years 7 months)

Led teams in General Customer Service, ensuring high-quality customer interactions and resolving complex inquiries. Managed team schedules and provided support to agents.

Team Leadership Customer Service Conflict Resolution Scheduling Support Agent Quality Assurance Communication Problem Solving Team Coordination

Agent

Rhmais for Vodafone Portugal

Jan 1999 - Present (26 years 7 months)

Served as an Agent in General Customer Service, handling customer inquiries and providing support. Developed strong communication and problem-solving skills.