Job Description

Your profile:

• German – Advanced level

• English – Advanced level

• Completed higher education (college degree or equivalent) is required

• Previous experience in a leadership role (Team Leader / Team Manager) within a

customer support or BPO environment

• Strong coaching and people management skills

• Ability to analyze performance data and drive KPI improvement

• Experience working in a structured, target-driven environment

• Willingness to work fully onsite from our Bucharest office (hybrid possibility after 6

months, based on performance and business needs)

• Flexibility to work in a rotational schedule, Monday–Sunday, including possible night

shifts

Your future role:

• Lead, coach, and develop a team of Customer Support Representatives

• Monitor team performance against KPIs (quality, productivity, CSAT, attendance,

etc.)

• Conduct regular 1:1 meetings, performance reviews, and coaching sessions

• Identify development needs and collaborate with Quality and Training teams

• Drive engagement initiatives and contribute to a positive team culture

• Manage attendance, attrition, and workforce planning in collaboration with relevant

departments

• Ensure compliance with company policies, procedures, and client requirements

• Handle escalations and support resolution of complex cases

• Analyze reports and implement action plans to improve operational results

• Participate in calibration sessions and operational meetings

• Support onboarding and nesting phases for new team members

• Act as the main point of contact between the team and upper management