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 EnglishProven ability to manage multiple teams and / or a large operational unitStrong knowledge of customer service metrics, workforce management, and performance reportingExcellent people management, leadership, and conflict resolution skillsExperience in handling international clients (voice or non-voice process) is a plusProficiency in MS Office (Excel, PowerPoint, Outlook) and reporting dashboards is a plusKnowledge of CRM or ticketing tools (e.g., Salesforce, Zendesk, Avaya, etc.) is a plusFamiliarity with Six Sigma or process improvement methodologies is a plusEffective time managementAbility to organize and prioritize, set priorities and multi-taskSales SkillsPeople orientedAn element of gravitasExperience with policy workDependable, reliable and able to perform duties with minimum supervisionAbility to interact positively with staff at all levelsAvailability to work in Porto SiteMust hold EU citizenship or valid work permit for PortugalBe a local candidate or willing to relocate to Porto, PortugalAvailability to work in Porto SiteAvailability to work Hybrid work modelEducation 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 roleBenefits.
Competitive wagesPaid professional trainingEmployee discountsPrivate healthcare & dental insurance (after six months of employment)Growth opportunities through various development programsFun and engaging company-wide initiatives, including our EverBetter wellness programJob stabilityLife-long skills and experienceExcellent work cultureGo further with Foundever®
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