Level 1 Manager - Call Center Team Lead

About the role

The Level 1 Manager leads and manages the L1 support team, ensuring operational excellence, team engagement and achievement of performance targets. The role focuses on building a high-performing team, improving processes and maintaining strong customer relationships.

Key responsibilities

• Guide, coach and motivate the team to meet performance goals in a positive, collaborative environment
• Oversee day-to-day operations, resolve complex issues and optimise workflows
• Build relationships with clients and stakeholders, handle escalated concerns and foster customer loyalty
• Track team performance, give regular feedback and report key metrics to senior management
• Work with Workforce Management on fair scheduling, staffing and resource allocation
• Manage scheduling, vacation and time-off policies, and coordinate schedule deviations with the WFM team
• Provide coaching to lead supervisors, including at least one 1:1 every two weeks, review team performance and follow up on KPI failures daily
• Keep track of issues and incidents, escalate customer complaints and address customer legal threats raised by agents
• Streamline team processes, ensure compliance with CS processes and procedures, and lead team engagement and motivation initiatives
• Recognise top performers and support underperformers
• Raise hiring requests, collaborate with HR on advertising, interview and select candidates with the QA team's support, and onboard and train new hires

Required profile

• Bachelor's degree or equivalent professional experience
• 5+ years in call center, customer support, BPO, telecom or operations environments
• 3+ years managing supervisors or team leads
• Experience in shift-based, performance-driven teams
• Fluency in English and Portuguese is a must; additional knowledge of local languages is highly valued

Required skills

• Scheduling, attendance and workforce coordination
• Team KPI monitoring and performance follow-up
• Handling escalations and operational incidents
• Coaching supervisors and running regular 1:1s
• Enforcing SOPs and improving workflows
• Supporting hiring, onboarding and training of frontline staff
• Strong communication, decision-making and follow-up, comfortable in fast-paced environments