Team Manager - SR (BPO)

TL;DR

Team Manager - SR (BPO): Managing operational governance and people leadership for the Brazil Multichannel Customer Experience Helpdesk with an accent on KPI achievement and customer experience. Focus on governing daily operations, driving continuous improvement via RCA/Kaizen, and coordinating with WFM and HR for holistic delivery.

Location: Onsite in São Paulo, Brazil (5 days a week)

Company

A global AI builder and technology services provider with over 300,000 associates worldwide.

What you will do

• Lead multiple TLs and SMEs, overseeing staffing, rostering, and intraday management.
• Govern daily operations including queue health, real-time adherence, and SL attainment.
• Drive continuous improvement using RCA, CAPA, and Kaizen to standardize SOPs and playbooks.
• Manage critical incidents and escalations, ensuring timely resolution and client communication.
• Partner with WFM, Quality, Training, and HR to ensure holistic service delivery.
• Publish MIS reports and insights to track SLA risks and remediation plans.

Requirements

• Experience in Contact Center/BPO operations and team leadership (TL/AM/Manager).
• Advanced level of English (excellent verbal and written communication).
• Proficiency in telephony, CRM, and WFM tools.
• Must be based in São Paulo, Brazil for full-time onsite work.
• Proficiency in Google and Microsoft products.
• Strong knowledge of operational metrics such as SL, AHT, FCR, CSAT, and NPS.

Culture & Benefits

• Access to various wellbeing programs to support a healthy work-life balance.
• Collaborative, inclusive, and energetic workplace environment.
• Opportunity to build a personalized career path within a global community.
• Innovative company culture focused on amplifying human potential through technology.