Informações

The Team Manager will be responsible for leading a team of Supervisors and SMEs, ensuring the successful delivery of the program’s operational, efficiency, and quality KPIs. This role requires overseeing daily activities, providing ongoing support and guidance to the team, managing performance and fostering a collaborative, results-driven work environment.

Key responsibilities include:

•  Monitoring and ensuring the achievement of key operational, efficiency-related and quality KPIs;

•  Coordinating training, development and upskilling initiatives for the team;

•  Ensuring compliance with internal processes and defined goals;

•  Collaborating closely with the WFM team to ensure delivery of productive hours and managing absenteeism, turnover, staffing;

•  Presenting weekly and monthly performance reviews, with strategic analysis and action plans;

•  Acting as the primary liaison between the Meta client and Atento operations, ensuring alignment, effective communication and timely execution of requests.

• Be an Atento employee for at least 9 months (this period may vary according to the promotion criteria described in the Positions and Salaries Policy – NI-002 – available on Atento's Intranet);
• Be currently enrolled in higher education (education information must be updated in Pessoas Online);
• The final score of the most recent Operational Performance Evaluation cycle must be equal to or greater than 100 (Good Performer);
• Proven experience in team leadership and team management;
• Intermediate to advanced knowledge of Microsoft Office suite;
• Knowledge of quality strategies and quality control;
• Fluent in Spanish or Portuguese (as required);
• Advanced English with C1 certification – testing will be conducted;
• Time in current position must comply with the “Waiting Period Table” in NI-002: Compensation and Salary Policy, Career Path, SRV and RV Commissions;
• Excellent verbal and written communication skills;
• Knowledge of customer service processes and continuous improvement;
• Customer-centric mindset and problem-solving skills;
• Schedule flexibility;
• Ability to adapt and manage change, and to lead and motivate a diverse team;
• Familiarity with performance metrics and data analysis;
• Desirable: experience in conflict resolution and negotiation, as well as in training and developing language skills;
• Desirable: knowledge of multichannel customer service practices;
• Desirable: relevant certifications or courses in leadership, team management, or customer service;
• Preferred: residence near the Atento Nova São Paulo unit.

**Exclusive to Meta Operation Employees**

• Collaborate cross-functionally with QA, Training, WFM, and Client teams to ensure seamless execution of operational strategies.
• Lead and present Weekly and Monthly Business Reviews, providing insights, trends, and strategic recommendations.
• Support change management initiatives, ensuring smooth adoption of new tools, processes, or policies.
• Ensure data-driven decision-making through consistent performance monitoring and root-cause analysis.
• Serve as the main point of contact between the client (Meta) and operations, ensuring alignment on goals and expectations.
• Lead and guide the team of Supervisors and SMEs while oversee the daily activities of the team. Provide direction, support, and motivation to team members.
• Identify development opportunities for team members.
• Foster a collaborative and positive work environment.
• Take ownership of upskilling processes and manage WFM-related metrics. 
• Identify areas for improvement and implement corrective actions.
• Plan and coordinate training programs for the team.
• Enhance language skills, technical knowledge, and customer service capabilities.
• Deliver training sessions, workshops and one-on-one coaching.
• Stay updated on customer service best practices.
• Ensure compliance with established processes and procedures.
• Track performance metrics regularly.
• Take corrective actions to improve overall team performance.

Application Deadline: July 24

Salary

R$ 5.520,00

Work Schedule

9:00 AM to 6:00 PM (Full availability required)

Working Hours

200 hours per month | 6x1 schedule with rotating days off

Work Location:

Av. Cecília Lottenberg, 303 – Chácara Santo Antônio (South Zone), São Paulo – SP, 04719-030, Brazil.