Senior Team Manager - Porto, Portugal

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 :

Education and experience :

Benefits.

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