Job Summary: Opportunity for a Team Leader II to work on the CIELO product, leading and engaging the team to achieve high performance and results, with a focus on continuous improvement and professional development. Key Highlights: 1. Leadership and development of a high-performance team 2. Focus on continuous improvement of processes and results 3. Collaborative and results-oriented environment Growth opportunities are coming... This position is for you if you seek professional growth, possess leadership spirit, are committed to achieving results, and are proactive and empathetic! We are seeking a **Team Leader II** to work on the CIELO product, responsible for leading, developing, and engaging the team with a focus on high performance and achievement of results. Perform daily monitoring of operational and business KPIs, analyzing individual and team performance deviations, as well as monitoring quartiles and identifying opportunities for continuous improvement. Responsible for proposing and implementing process, product, system, and service improvements, working collaboratively with Quality and Training departments to enhance operational outcomes. Also play an active role in team leadership, fostering a collaborative, productive, and results-oriented environment. * **100% on-site position;** **Responsibilities and Duties** * Supervise/lead the team; * Responsible for client, manager, and operations manager relationships; * Monitor operational KPIs; * Analyze and update reports; * Prepare and manage shift schedules; * Close and monitor time sheets; * Deliver feedback; * Develop strategies to support agents’ simultaneous KPI delivery (inbound calls, email, monitoring, incident control); * Evaluate reports to implement proactive actions aimed at strengthening client relationships; * Monitor and execute actions to deliver results. **Requirements and Qualifications** * **Bachelor’s degree in progress or completed (must be updated in Pessoas Online);** * Employees with any movement or promotion must consult the NI-002 Normative table; * Competency rating — equal to or greater than 100 (Good Performer); * Minimum tenure in current position/company: **6 months;** * Test cutoff scores will be considered for ranking purposes. * Proficiency in Microsoft Office (Word / Excel / PowerPoint); * Strong verbal and written communication skills; * Proactivity, dynamism, and agility; * Ability to work effectively in a team; * Flexibility; * Respectful and firm attitude; * Leadership profile; * Analytical mindset; * Must reside near Atento Cabula **Additional Information** **Applications accepted until 03/23/2026** **Salary** R$ 2.400,00 **Working Hours** Work schedule: availability required for morning/afternoon/night shifts **Work Schedule** 200 hours/month | 6x1 rotating day off **Work Location:** **On-site** — Atento Cabula **Responsible Analyst**: Sheyla Monteiro Hello, welcome to the next step in your professional career! **** At Atento, we consistently invest in our people’s development and have been creating opportunities for over 20 years — grow with us! Here you’ll find all available ESCALADA positions! To apply, please ensure you meet all prerequisites for the position you wish to apply for; carefully read the job posting. Keep all your information updated and complete, especially your education level registered in Pessoas Online (if updates are needed, access: Service Desk > Corporate Applications > Pessoas Online > Update Registration Process). You may apply for only one open position at a time on our website. Our analysts will review all eligibility criteria, and you will receive communications regarding all stages of the selection process via our portal and the registered email. **Important Application Criteria:** * **Must not be an intern or apprentice;** * **Time to Talk score of Good or higher;** * **Minimum required tenure with current company/position, as specified per position** (refer to internal recruitment policy, normatives, or Escalada manual available in A1). * **For Infinity employees, ABS score of 15% will be considered in absence of TTT score (in case of disqualification due to score, please contact your leader).** Also check out **Carreira 10 — the podcast that helps you grow professionally!** ##### **#01: Welcome to Carreira 10.** ##### **#02: How to prepare for an interview?** ##### **#03: How to switch departments within Atento?** ##### **#04: How to prepare for management roles? (Interview with employee)** ##### **#05: Do you know how to participate in Escalada processes?** ##### **#06: Do you know how Escalada transforms our employees’ lives?** ##### **#07: How to prepare for management roles? (Interview with employee)** ##### **#08: What does it take to join the Planning area?** ##### **#09: You asked, now you get it! See what’s new and improved in Escalada.** ##### **#10: Do you know what the Quality area does?** ##### **#11: Do you know how the Career Path works across the Atento Group?** ##### **#12: What is the role of Coaching in your development?** **#13: Getting to know the Global Systems area**
João Silva
Indeed · HR
João Silva
Indeed · HR
