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:
1. Driving day-to-day service delivery and ensuring SLA adherence across all managed teams.
2. Monitoring and managing performance metrics including AHT, CSAT, FCR, Quality, and Attendance.
3. Identify process bottlenecks and collaborate with internal teams to implement improvements.
4. Managing and mentoring Team Leaders (TLs) and their respective teams; build a high-performance culture.
5. Conducting regular performance reviews, coaching, and development sessions.
6. Driving employee engagement and creating a motivating, inclusive team environment.
7. Acting as a primary point of contact for client escalations and business updates.
8. Participating in governance calls, sharing performance insights, and supporting client-driven initiatives.
9. Ensuring timely communication of process changes, client requirements, and updates to the team.
10. Providing accurate and timely reporting of team performance, trends, and root cause analysis.
11. Leveraging data to forecast volumes, plan resources, and drive efficiency.
12. Ensuring all processes are compliant with client, company, and regulatory guidelines.
13. Driving continuous quality improvement initiatives based on audits, feedback, and customer insights
To succeed in the role, you will need to have:
14. Native or proficient level of English
15. Proven ability to manage multiple teams and/or a large operational unit
16. Strong knowledge of customer service metrics, workforce management, and performance reporting
17. Excellent people management, leadership, and conflict resolution skills
18. Experience in handling international clients (voice or non-voice process) is a plus
19. Proficiency in MS Office (Excel, PowerPoint, Outlook) and reporting dashboards is a plus
20. Knowledge of CRM or ticketing tools (e.g., Salesforce, Zendesk, Avaya, etc.) is a plus
21. Familiarity with Six Sigma or process improvement methodologies is a plus
22. Effective time management
23. Ability to organize and prioritize, set priorities and multi-task
24. Sales Skills
25. People oriented
26. An element of gravitas
27. Experience with policy work
28. Dependable, reliable and able to perform duties with minimum supervision
29. Ability to interact positively with staff at all levels
30. Availability to work in Porto Site
31. Must hold EU citizenship or valid work permit for Portugal
32. Be a local candidate or willing to relocate to Porto, Portugal
33. Availability to work in Porto Site
34. Availability to work Hybrid work model
Education and experience:
35. Bachelor's degree in any discipline (preferred: Business, Management, Communications)
36. 5+ years of experience in BPO operations, with at least 2 years in a Team Manager or higher role
Benefits.
37. Competitive wages
38. Paid professional training
39. Employee discounts
40. Private healthcare & dental insurance (after six months of employment)
41. Growth opportunities through various development programs
42. Fun and engaging company-wide initiatives, including our EverBetter wellness program
43. Job stability
44. Life-long skills and experience
45. Excellent work culture
Go further with Foundever
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