JSJosé Manuel Ferreira dos Santos
@josmanuelferreirados
Experienced Head of Contact Center with a focus on customer service.
BulgariaWhat I'm looking for
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
BOHead of Contact Center EMEA
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.
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.
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 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.
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.
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 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.
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.
Education
Degrees, certifications, and relevant coursework
ISCTE - IUL
Master of Human Resources Development Policies, Human Resources Development Policies
Completed a Master's degree focusing on human resources development policies. Gained in-depth knowledge of HR strategies and their implementation.
ISCTE - IUL
Bachelor of Social Anthropology, Social Anthropology
Obtained a Bachelor's degree in Social Anthropology. Developed a strong understanding of human societies, cultures, and behaviors.
Tech stack
Software and tools used professionally
Availability
Location
BulgariaAuthorized to work in
Job categories
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