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.
Responsabilidades e atribuições
- 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.
- **Exclusive to Meta Operation Employees, SME's and TL's**
Requisitos e qualificações
- 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, SME's and TL's**
Informações adicionais
Salary
R$ 5.520,00
Work Schedule
12:00 as 21:00(Full availability required)
Working Hours
200 hours per month | 5x2 schedule with weekends off
Work Location:
Av. Cecília Lottenberg, 303 – Chácara Santo Antônio (South Zone), São Paulo – SP, 04719-030, Brazil.
Etapas do processo
- Etapa 1: Cadastro
- Etapa 2: Triagem
- Etapa 3: Entrevista com RH/Validação Oral de Idioma
- Etapa 4: Teste de Idioma
- Etapa 5: Entrevista com requisitante
- Etapa 6: Contratação
Na Atento você encontra mais do que busca!
Olá, seja bem vindo a próxima etapa da sua carreira profissional!
Na Atento, apostamos sempre no desenvolvimento das nossas pessoas e trabalhamos há mais de 20 anos para criar oportunidades, venha evoluir junto com a gente! Aqui você encontrará todas as vagas disponíveis do Confidencial (Apenas para Cadastrados)!
Para se cadastrar, é importante que você atenda todos os pré-requisitos solicitados para a vaga a qual deseja concorrer por isso é importante ler atentamente o anúncio da vaga. Mantenha todos os seus dados atualizados e completos, principalmente a sua escolaridade que está cadastrada no Pessoas Online (se necessário atualização, acessar: Service Desk > Aplicações Corporativas > Pessoas Online > Processo Atualização Cadastral).
Você poderá se cadastrar apenas em uma vaga por vez que estiver disponível em nossa página, nossos analistas analisarão todos os critérios de elegibilidade e você receberá a comunicação para a realização de todas as fases do processo seletivo via portal e e-mail cadastrado.
Atenção aos critérios para se candidatar as vagas:
• Não ser estagiário ou aprendiz;
• Nota do Time to Talk Good ou acima;
• Ter o tempo mínimo de empresa/função atual exigidos de acordo com a vaga (verificar detalhes na política de recrutamento interno, normativas o manual do Confidencial (Apenas para Cadastrados) disponíveis no A1).
• Para funcionários do Infinity será considerado nota de ABS de 15% na ausência de nota do TTT (em caso de reprovação por nota, favor acionar seu líder).
Acesse também o Carreira 10 - o podcast que te ajuda crescer profissionalmente!