Team Manager - SR

As a Team Manager, you will be responsible for driving operational governance, people leadership, KPI achievement, and customer experience, ensuring compliance with Confidencial (Apenas para Cadastrados) policies and client requirements. You will be a valuable member of the IOA Brazil Multichannel Customer Experience (CX) Helpdesk team and will work collaboratively with Partner with WFM, Quality, Training, Tech/Telephony, and HR for holistic delivery.

Work schedule includes weekends and holidays, 2pm to 11pm.

In this role, you will:

Lead multiple TLs/SMEs and their associate teams; own staffing, rostering, and intraday management.

Govern daily operations: queue health, real-time adherence, shrinkage control, occupancy, and SL attainment.

Review performance through huddles, coaching plans, and monthly performance appraisals.

Drive continuous improvement via RCA, CAPA, and Kaizen; standardize SOPs and playbooks.

Manage escalations and critical incidents; ensure timely resolution and client communication.

Partner with WFM, Quality, Training, Tech/Telephony, and HR for holistic delivery.

Publish daily/weekly/monthly MIS and insights; track SLA risk and remediation plans.

Ensure compliance with InfoSec, data privacy, and audit requirements.

Create reports and presentation for internal and external stakeholders

Work model: onsite

At Confidencial (Apenas para Cadastrados), we strive to provide flexibility wherever possible, and we are here to support a healthy work-life balance though our various wellbeing programs. Based on this role’s business requirements, this is an onsite position requiring 5 days a week in a client or Confidencial (Apenas para Cadastrados) office in São Paulo-SP.

The working arrangements for this role are accurate as of the date of posting. This may change based on the project you’re engaged in, as well as business and client requirements. Rest assured; we will always be clear about role expectations.

What you need to have to be considered

Experience in Contact Center/BPO operations; team leadership (TL/AM/Manager).

Advanced level of English - excellent verbal and written communication.

Proficiency in telephony, CRM, and WFM tools.

Data-driven leader with proven experience in coaching, stakeholder management, and conflict resolution.

Proficiency in Google and Microsoft products.

Operational Metrics Knowledge: Service Level (SL) / Response SLAs; AHT, FCR, Quality Score, CSAT/NPS; Abandonment Rate, Contact Accuracy; Schedule Adherence, Occupancy, Shrinkage; Attrition, Absenteeism, Hiring SLAs (time-to-fill, nesting success).

Please, upload your resume in English.

We're excited to meet people who our mission and can make an impact in a variety of ways. Don't hesitate to apply, even if you only meet the minimum requirements listed. Think about your transferable experiences and unique skills that make you stand out as someone who can bring new and exciting things to this role.

The Confidencial (Apenas para Cadastrados) community:
We are a high caliber team who appreciate and support one another. Our people uphold an energetic, collaborative and inclusive workplace where everyone can thrive.

• Confidencial (Apenas para Cadastrados) is a global community with more than 300,000 associates around the world.
• We don’t just dream of a better way – we make it happen.
• We take care of our people, clients, company, communities and climate by doing what’s right.
• We foster an innovative environment where you can build the career path that’s right for you.

About us:
Confidencial (Apenas para Cadastrados) (Nasdaq: CTSH) is an AI Builder and technology services provider, building the bridge between AI investment and enterprise value by building full-stack AI solutions for our clients. Our deep industry, process and engineering expertise enables us to build an organization’s unique context into technology systems that amplify human potential, realize tangible returns and keep global enterprises ahead in a fast-changing world. See how at www.Confidencial (Apenas para Cadastrados).com or @Confidencial (Apenas para Cadastrados).

Confidencial (Apenas para Cadastrados) is an equal opportunity employer. Your application and candidacy will not be considered based on race, color, sex, religion, creed, sexual orientation, gender identity, national origin, disability, genetic information, pregnancy, veteran status or any other characteristic protected by federal, state or local laws.

If you have a disability that requires reasonable accommodation to search for a job opening or submit an application, please email CareersIndia2@Confidencial (Apenas para Cadastrados).com with your request and contact information.

Disclaimer:
Compensation information is accurate as of the date of this posting. Confidencial (Apenas para Cadastrados) reserves the right to modify this information at any time, subject to applicable law.

Applicants may be required to attend interviews in person or by video conference. In addition, candidates may be required to present their current state or government issued ID during each interview.