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 English Proven ability to manage multiple teams and/or a large operational unit Strong knowledge of customer service metrics, workforce management, and performance reporting Excellent people management, leadership, and conflict resolution skills Experience in handling international clients (voice or non-voice process) is a plus Proficiency in MS Office (Excel, PowerPoint, Outlook) and reporting dashboards is a plus Knowledge of CRM or ticketing tools (e.g., Salesforce, Zendesk, Avaya, etc.) is a plus Familiarity with Six Sigma or process improvement methodologies is a plus Effective time management Ability to organize and prioritize, set priorities and multi-task Sales Skills People oriented An element of gravitas Experience with policy work Dependable, reliable and able to perform duties with minimum supervision Ability to interact positively with staff at all levels Availability to work in Porto Site Must hold EU citizenship or valid work permit for Portugal Be a local candidate or willing to relocate to Porto, Portugal
Education 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 role Benefits.
Competitive wages Paid professional training Employee discounts Private healthcare & dental insurance (after six months of employment) Growth opportunities through various development programs Fun and engaging company-wide initiatives, including our EverBetter wellness program Job stability Life-long skills and experience Excellent work culture
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