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Senior Team Manager - Porto, Portugal

Senior Team Manager - Porto, Portugal

FoundeverPorto, Portugal, PT
Há +30 dias
Descrição da vaga

Senior Team Manager - Porto, Portugal

Senior Team Manager - Porto, Portugal

Req ID# : 399609

Porto, Portugal, PT

Job Description :

Come and work with us.

We are looking for a talented and accomplished Senior Team Manager  to be responsible for leading multiple teams or a large team within a BPO environment, ensuring delivery of high-quality service aligned with client expectations and business KPIs. The role focuses on team performance management, process excellence, client engagement, and operational leadership. This position requires a strong understanding of BPO operations, a passion for people development, and the ability to manage complex and dynamic service delivery environments

In this project, your daily responsibilities will include :

  • Driving day-to-day service delivery and ensuring SLA adherence across all managed teams.
  • Monitoring and managing performance metrics including AHT, CSAT, FCR, Quality, and Attendance.
  • Identify process bottlenecks and collaborate with internal teams to implement improvements.
  • Managing and mentoring Team Leaders (TLs) and their respective teams; build a high-performance culture.
  • Conducting regular performance reviews, coaching, and development sessions.
  • Driving employee engagement and creating a motivating, inclusive team environment.
  • Acting as a primary point of contact for client escalations and business updates.
  • Participating in governance calls, sharing performance insights, and supporting client-driven initiatives.
  • Ensuring timely communication of process changes, client requirements, and updates to the team.
  • Providing accurate and timely reporting of team performance, trends, and root cause analysis.
  • Leveraging data to forecast volumes, plan resources, and drive efficiency.
  • Ensuring all processes are compliant with client, company, and regulatory guidelines.
  • Driving continuous quality improvement initiatives based on audits, feedback, and customer insights

To succeed in the role, you will need to have :

  • Native or proficient level of  English
  • Proven ability to manage multiple teams and / or a large operational unit
  • Strong knowledge of customer service metrics, workforce management, and performance reporting
  • Excellent people management, leadership, and conflict resolution skills
  • Experience in handling international clients (voice or non-voice process) is a plus
  • Proficiency in MS Office (Excel, PowerPoint, Outlook) and reporting dashboards is a plus
  • Knowledge of CRM or ticketing tools (e.g., Salesforce, Zendesk, Avaya, etc.) is a plus
  • Familiarity with Six Sigma or process improvement methodologies is a plus
  • Effective time management
  • Ability to organize and prioritize, set priorities and multi-task
  • Sales Skills
  • People oriented
  • An element of gravitas
  • Experience with policy work
  • Dependable, reliable and able to perform duties with minimum supervision
  • Ability to interact positively with staff at all levels
  • Availability to work in Porto Site
  • Must hold EU citizenship or valid work permit for Portugal
  • Be a local candidate or willing to relocate to Porto, Portugal
  • Availability to work in Porto Site
  • Availability to work Hybrid work model
  • Education and experience :

  • Bachelor’s degree in any discipline (preferred : Business, Management, Communications)
  • 5+ years of experience in BPO operations, with at least 2 years in a Team Manager or higher role
  • Benefits.

  • Competitive wages
  • Paid professional training
  • Employee discounts
  • Private healthcare & dental insurance (after six months of employment)
  • Growth opportunities through various development programs
  • Fun and engaging company-wide initiatives, including our EverBetter wellness program
  • Job stability
  • Life-long skills and experience
  • Excellent work culture
  • Go further with Foundever®

    We believe in memorable associate experiences. Here, you can improve your quality of life and grow your career.

    Apply today !

    Job Segment : Six Sigma, BPO, CRM, Business Process, Manager, Management, Operations, Technology

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