Team Manager – German & English

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 MondaySunday 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