Role- Trilingual Team Lead (English+Portuguese+Spanish)

Location: Sao Paulo, Brazil

Salary: BRL 4300/month

Key Responsibilities

• Ensure staffing levels are maintained during operational hours, adjusting shift patterns, holidays, and extended absences
• Plan, control, and monitor team activities to optimize performance and ensure goals and standards are met
• Track performance targets to ensure compliance and regularly review goals
• Generate reports and management statistics
• Represent the service desk in meetings
• Take responsibility for team training and business awareness
• Communicate and build relationships with senior management
• Play an active role in the change management process related to the Service Desk
• Support analysts and frontline staff during call volume peaks or when additional expertise is needed
• Create, moderate, and monitor process documentation, ensuring adherence through call and ticket audits
• Proactively define goals and service levels in line with the Statement of Work (SOW) and business requirements
• Identify areas for improvement

Essential

Minimum: Postgraduate degree; 2–5 years of experience; fluent in English

Desirable

ITIL service operations knowledge

Skills & Expertise

• Strong domain knowledge is a must
• Maturity and experience to manage team members and act as a strong second line
• Analytical ability to provide strategic input for process improvement (operational excellence)
• Ownership of service quality performance
• Willingness to work 24/7
• Lead, guide, and develop team members for success
• Focus on enhancing customer experience and overall service delivery
• Meet customer expectations and process metrics
• Excellent verbal and written communication skills

Tech Mahindra is an Equal Employment Opportunity employer. We promote and support a diverse workforce at all levels of the company. All qualified applicants will receive consideration for employment without regard to race, religion, color, sex, age, national origin or disability. All applicants will be evaluated solely on the basis of their ability, competence, and performance of the essential functions of their positions with or without reasonable accommodations. Reasonable accommodations also are available in the hiring process for applicants with disabilities. Candidates can request a reasonable accommodation by contacting the company ADA Coordinator at ADA_Accomodations@TechMahindra.com.