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Rui Castro

@ruicastro

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Senior customer experience operations leader with 20+ years driving 95% SLA compliance, training, and team enablement.

Portugal

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What I'm looking for

I’m looking to lead customer experience operations where I can drive 95% SLA compliance, improve agent performance through training and content, and use KPI monitoring to deliver continuous improvement—while partnering closely with stakeholders in Agile, product-driven environments.

I’m a senior leader with 20+ years of experience in customer experience operations, training, and team enablement. I’ve led large-scale teams (250+ employees) across multiple projects, with a proven focus on operational performance and customer outcomes.

In my most recent role, I directed 250+ employees across 20 projects, ensuring 95% SLA compliance and seamless service delivery. I implemented training and enablement programs that improved agent performance and reduced absenteeism by 15%, while overseeing KPI monitoring, operational analysis, and action planning.

I’m strong in agent enablement, content development (Guides, Group FAQs, Playbooks), and regular SLA and KPI reporting. I also act as a primary liaison with clients, ensuring escalations and communications are handled effectively.

Earlier in my career, I managed teams of 40 employees, achieved 105% of Voice of Customer (VOC) & Voice of Agent (VOA) targets, and reduced turnover by 10% through improved recruitment and onboarding. Recognized with multiple industry awards for excellence in leadership and customer experience, I bring adaptability to Agile and product-driven environments.

Experience

Work history, roles, and key accomplishments

Senior Coordinator - Outsourcing

Manpower Group

Nov 2011 - Apr 2025 (13 years 5 months)

Directed 250+ employees across 20 projects, ensuring 95% SLA compliance and seamless service delivery. Implemented training and enablement programs, monitored SLA/KPIs, and coordinated client escalations to improve agent performance.

SLA Training Enablement Content Development KPIs Operational Analysis Continuous Improvement Client Escalation Management Absenteeism Reduction (15%)Agile

National Coordinator, D2D Team

Manpower Group

Feb 2011 - Nov 2011 (9 months)

Led teams distributed across three centres totaling 100 employees, managing recruitment, monitoring, and development of the team. Supported operational planning to achieve results.

Distributed Team Leadership Operations Planning

Commercial Team Manager

CRH/Manpower

Nov 2007 - Jan 2011 (3 years 2 months)

Managed a team of 40 employees, achieving 105% of annual Voice of Customer (VOC) and Voice of Agent (VOA) targets and reducing turnover by 10% through improved recruitment and onboarding. Conducted KPI monitoring and performance analysis to drive results.