Ideal Candidate
Join us as a Taskforce Operations Manager in Bucharest, where you’ll manage people, processes, and client relationships across a dynamic BPO environment.
📍 Location: Bucharest-HYBRID- Monday- Friday-9:00-18:00
🗣 Language Requirement: Mandarin & English (Business proficiency)
As our Taskforce Operations Manager, you will:
- Serve as the main point of contact for all operations-related client inquiries.
- Collaborate with internal stakeholders including SDM, T&Q/L&D, HR, IT, Sales, Admin/Facility, Marketing, Legal/Compliance, and Finance.
- Provide SDM backup support when required.
- Lead, coach, and empower a team of Team Leaders through weekly meetings, feedback sessions, and structured action plans.
- Collect, analyze, and interpret performance data to identify trends and drive improvement initiatives.
- Work alongside WFM and SDM to plan and optimize workforce coverage.
- Identify scheduling gaps and test new solutions to ensure alignment with business needs.
- Reallocate resources between cross-trained products based on client priorities.
- Participate in client meetings and co-present Business Reviews (Weekly, Monthly, Quarterly).
- Design and manage Incentive Programs in collaboration with SDM and TQC.
- Ensure strict compliance with Data Security and Protection Standards.
Job Description
Mandatory:
- Minimum 12 months of experience as a Team Leader/Supervisor or in BPO Business Management.
- 1–2 years of experience in a call center or customer service environment.
- Strong leadership and communication skills, with the ability to motivate and guide diverse teams.
- Excellent organizational and prioritization skills; able to manage multiple projects and deadlines.
- Analytical mindset with the ability to interpret operational metrics and drive performance improvements.
- Strong business acumen and understanding of BPO processes and KPIs.
- A mentor who leads by example and fosters growth and engagement within the team.
- Proficient in Microsoft Office (Excel & PowerPoint).
- High ethical standards and respect for data protection and company regulations.
- Familiarity with multicultural environments and openness to occasional travel.
🎯 Why Join UsWork in a global, multicultural BPO environment.
- Lead a high-performing team and make a measurable impact on business outcomes.
- Collaborate with forward-thinking leaders who value innovation and continuous improvement.
- Enjoy professional development opportunities and cross-functional collaboration.
Company Description
Tp is the global leader in outsourced omnichannel customer experience management, and serves as a strategic partner to the world’s largest companies in a wide variety of industries. Its customer care, technical support, customer acquisition, consulting & analytics, digital integrated business service solutions and other high-value specialized services ensure consistently positive customer interactions that are reliable, flexible, and intelligent.
We have 420,000 interaction experts across nearly 170 countries, speaking 265 languages and dialects to better serve you.
Tp Romania is a subsidiary of Teleperformance Group, the world leader in outsourced omnichannel customer experience management, starting its activity in 2004. We operate now with more than 1,200 employees providing quality services to first-line players both on the local market and on the international market (banks, insurance companies, telecomm operators, gaming, tourism and others).
