ATENTO ESCALADA - Team Leader Bilíngue III (Team Manager) - Unidade Nova São Paulo (Zona Sul de[...]

Atento Brasil; Brasil; Teletrabalho; BRL 80.000 - 120.000; Tempo integral

Resumo da oferta

Uma empresa de serviços no Brasil está buscando um Gerente de Equipe para liderar uma equipe de Supervisores. O profissional será responsável pela entrega bem-sucedida dos KPIs operacionais e pela orientação da equipe. Os candidatos devem ter experiência em liderança, fluência em idiomas e estarem matriculados em ensino superior. Esta posição oferece um modelo de trabalho remoto e um salário mensal de R$ 5.520,00.

Qualificações

• Experiência comprovada em liderança de equipe.
• Fluência em Português e/ou Espanhol.
• Inglês avançado com certificação C1.
• Pelo menos 9 meses como funcionário da Atento.

Responsabilidades

• Monitorar e garantir a realização de KPIs operacionais.
• Coordenar iniciativas de treinamento e desenvolvimento para a equipe.
• Colaborar com equipes de QA, Treinamento e WFM.

Conhecimentos

Liderança de equipe

Comunicação verbal e escrita

Solução de problemas

Análise de dados e métricas

Flexibilidade de horário

Conhecimento em estratégias de qualidade

Formação académica

Estar matriculado em ensino superior

Ferramentas

Pacote Microsoft Office

Descrição da oferta de emprego

Published on NOVEMBER 05, 2025

Applications open until NOVEMBER 18, 2025

Also for PwD

Job type: Full-time employee

Work model: Remote

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.

Responsibilities and assignments

• 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**

Requirements and qualifications

• 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;

**Exclusive to Meta Operation Employees, SME's and TL's**

Additional information

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:

Process stages

• Step 1: Registration 1 Registration
• Step 2: Triagem 2 Triagem
• Step 6: Hiring 6 Hiring

• Nota do Time to Talk Good ou acima;