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:

• 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

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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

Go further with Foundever™

We believe in memorable associate experiences. Here, you can improve your quality of life and grow your career. 

Apply today!