Prohuman APT is currently searching for a Team Leader to join a dynamic Customer Operations Business Unit. We are looking for someone who can act as a customer advocate and brand ambassador for both the employer and its clients, ensuring fast and effective issue resolution and consistently delivering service that goes “above and beyond.” The organisation values quality, integrity, and commitment, and invests heavily in the professional and personal growth of its people.

About the Opportunity
Reporting to the Operations Manager, you will be responsible for leading, guiding, motivating, and managing the performance of your team. Strong analytical skills and the ability to drive performance and quality across the Business Unit are essential. You will ensure that team members are well trained, knowledgeable, and equipped — including in soft skills — to deliver excellent service to clients and customers. As a Team Leader, you will play a key role in the success of the business unit.

How you will spend your day
Working closely with the Operations Manager to ensure calls are handled efficiently and in line with contractual requirements.
Team coaching — stretching, coaching, developing, and supporting team members through regular formal and informal 1:1s, aligned with the company’s performance framework.
Demonstrating teamwork values and leading by example.
Applying a consistent and fair approach to company policies and procedures.
Identifying opportunities for staff development, succession planning, and talent management.
Quality monitoring — monitoring, analysing (including call calibration), and taking action to ensure quality standards are met.
Maintaining up‑to‑date knowledge of products, processes, and account requirements.
Responding to client queries and communicating complex information clearly and simply.
Achieving daily, weekly, and monthly performance targets.
Promoting and fostering a culture where learning and customer service excellence are top priorities.

Our ideal candidate
Fluency in written and spoken English (preferably C1 or above).
Flexible, adaptable, and positive toward change.
Professional, diplomatic, and analytical approach to both personal tasks and team responsibilities.
Strong commercial and business awareness.
Ability to multitask in a fast‑paced environment and handle customer queries effectively.
Proficiency in MS Office (Word, Excel, etc.).
Excellent communication skills for both internal and external interactions.

What the company offers
Once you join the team, you become part of a supportive and inspiring community. The organisation invests significantly in training and development, offering a wide range of professional and personal development programs. Its Learning Management System has been recognised for innovation in HR technology.
The company strongly supports career progression and internal promotions, with many success stories over the years.
Employee benefits include:
Competitive salary with regular performance reviews
Up to 5% quarterly performance bonus
Meal vouchers
Hybrid work model (3 days in-office, 2 days remote)
20 days of annual leave plus public holidays
One additional annual leave day per year of service (up to 5 extra days)
Training programs and professional development opportunities
Wellness programs and team‑building eventsClear internal progression path

Prohuman APT se remarcă de 30 de ani pe piața de resurse umane din România, fiind una dintre primele trei agenții din domeniu. Cu o experiență vastă și o echipă dedicată, compania pune accent pe identificarea celor mai potriviți candidați, dar și pe satisfacerea cerințelor riguroase ale clienților săi. Se implică activ în dezvoltarea carierei candidaților, contribuind astfel la creșterea valorii lor profesionale și la consolidarea unei relații pe termen lung între aceștia și angajatori.

De-a lungul timpului, Prohuman APT a reușit să se diversifice și să acopere o gamă largă de industrii, fiind prezentă în sectoare cheie precum BPO (Business Process Outsourcing), Finanțe și bănci, IT&C, Inginerie, Retail, Automotive și Sales/Marketing. În ciuda acestei diversități, agenția nu se limitează doar la aceste domenii, având capacitatea de a răspunde cerințelor pieței de muncă dintr-o varietate de alte sectoare.

Contact: Str. Aviator Popisteanu, nr. 54A, sector 1, București; office@prohuman.ro; +40 21 222 13 03.

Autorizație de muncă temporară: seria B nr.0000012/11.11.2005 înregistrată în Registrul Național de Evidență a Agenților de Muncă Temporară la poziția 7.

Autorizație de prelucrare date cu caracter personal :18638.

PROHUMAN APT se angajează să vă protejeze datelele dumneavoastră cu caracter personal. Detalii despre prelucrarea datelor dvs. de către APT puteti gasi pe www.prohuman.ro.