• Advanced proficiency in Italian and advanced English skills.
• Completed higher education (college degree or equivalent) is required.
• Willingness to work fully onsite from our Bucharest office in Sector 6, CAMPUS 6.3.
• 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.

• Build team spirit, participation, and recognition among individuals by providing regular feedback on performance.
• Deliver and encourage two-way communications within the team, including the effective delivery of team briefs, huddles, and 1-2-1s.
• Conduct regular quality assessments with each team member, 1-2-1s, annual performance reviews, setting objectives and development plans.
• Manage and resolve conflict.
• Identify and develop individuals.
• Based on tasks reviewed, provide feedback and coach Advisors to improve performance to meet and exceed agreed standards.
• Participate in the recruitment process to ensure candidates have the correct language level and skills for the role.
• Provide quality service to our customers within established quality guidelines.
• Exercise empowerment when accommodating a customer within guidelines.
• Standardize procedures to improve efficiency.
• Daily briefings.
• Monthly one-to-one (F&D) sessions, alongside quality & performance reviews.
• Regular coaching sessions.

• Competitive salary
• Monthly performance bonus
• 30 RON meal tickets
• Cost of a monthly subscription for public transportation (2 urban/metropolitan lines)
• Relocation package of 500 EUR gross/month for the first 6 months (for candidates who need to relocate)
• Comprehensive private medical insurance to take care of you (can be also extended to your family).
• Employee Assistance Program Subscription with EAP Romania, providing support for your well-being and personal development
• Great discounts at our partner shops, including electronics, telecommunications subscriptions, dentist partner clinics and optical clinics
• Access to the 7card by Gympass for your fitness and well-being
• Special banking offers to support your financials
• Referral bonus, depending on the campaign of the job opening
• A warm, multicultural environment where your unique voice is valued and celebrated
• Discover our vibrant communities of interest, including sports, volunteering, mental health allies, parenting and many other.

Foundever® is a global leader in the customer experience (CX) industry. With 150,000 associates across the globe, we’re the team behind the best experiences for +800 of the world’s leading and digital-first brands. Our innovative CX solutions, technology and expertise are designed to support operational needs for our clients and deliver a seamless experience to customers in the moments that matter.

At Foundever®, we make things simple. 

Put simply, our mission is to be the solutions and the team behind the best experiences for the world’s leading brands. Wherever and whenever needed. 

Create your best moments.

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