**Introduction** A career in IBM Consulting is built on long-term client relationships and close collaboration worldwide. You’ll work with leading companies across industries, helping them shape their hybrid cloud and AI journeys. With support from our strategic partners, robust IBM technology, and Red Hat, you’ll have the tools to drive meaningful change and accelerate client impact. At IBM Consulting, curiosity fuels success. You’ll be encouraged to challenge the norm, explore new ideas, and create innovative solutions that deliver real results. Our culture of growth and empathy focuses on your long-term career development while valuing your unique skills and experiences. **Your role and responsibilities** * Liderar e acompanhar a equipe de atendentes terceirizados no dia a dia da operação. * Garantir o cumprimento dos indicadores operacionais (SLA, Nível de Serviço, TMA, Qualidade, Produtividade). * Realizar feedbacks individuais e coletivos, identificando necessidades de desenvolvimento. * Monitorar e analisar resultados, propondo planos de ação para melhoria contínua. * Apoiar o fornecedor na gestão de escala, aderência e organização da equipe. * Realizar briefings, reciclagens e alinhamentos sobre processos, mudanças e metas. * Atuar como ponto de apoio para dúvidas operacionais e tratativas de incidentes. * Assegurar padronização de processos e cumprimento das políticas IBM e do cliente. * Contribuir para um ambiente colaborativo, motivador e orientado a resultados. **Required technical and professional expertise** * Experiência prévia como Team Leader, Supervisor ou posição similar em call center. * Conhecimento sólido de KPIs de atendimento e boas práticas operacionais. * Habilidade para conduzir feedbacks, desenvolver equipes e gerir performance. * Perfil analítico, com domínio de Excel e ferramentas operacionais. * Comunicação clara, capacidade de influência e postura profissional. * Organização, gestão de prioridades e foco em resultados. **Preferred technical and professional experience** • Process Improvement Methodologies: Exposure to process improvement frameworks and methodologies, including the ability to identify areas for improvement and implement changes that drive operational excellence. • Operational Metrics Analysis: Understanding of critical operational metrics and quality parameters, with the ability to analyze data and make informed decisions. • Talent Management Principles: Familiarity with talent management principles and practices, including identifying and developing future leaders within the organization. IBM is committed to creating a diverse environment and is proud to be an equal-opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender, gender identity or expression, sexual orientation, national origin, caste, genetics, pregnancy, disability, neurodivergence, age, veteran status, or other characteristics. IBM is also committed to compliance with all fair employment practices regarding citizenship and immigration status.