Job Description

Required Language
German, English

Employment Type
Full time

Contract Type
Permanent

Are you a results-driven leader with strong coaching skills and a passion for team development?
Do you want to be part of a dynamic support team?

If so, you might be our next Team Manager – German & English

our profile:

• German – Advanced level (C1–C2)
• English – Advanced level (C1–C2)
• 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 (WAH possibility after 6 months, based on performance and business needs)
• Flexibility to work in a rotational schedule, Monday–Saturday

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

You will be responsible for ensuring consistent service delivery across voice, email, chat, messaging, and back-office activities, while maintaining a strong focus on quality and customer satisfaction.

Benefits:

• Competitive salary
• Monthly performance bonus
• 35 RON meal tickets
• Cost of a monthly subscription for public transportation (120 ron/month)
• A well-defined career path with many opportunities to grow in different directions

At Foundever®, we make things simple.

Our mission is to be the solutions and the team behind the best experiences for the world’s leading brands — wherever and whenever needed.

We believe that small moments can have a big impact on our work experiences, customers, and teams. By creating positive moments for each other, we make a difference and continuously improve our associate experience.

Let’s create best moments together.