Candidatul Ideal
team as part of an exciting ramp-up project. If you are a motivated leader with strong
organizational skills and a passion for coaching and performance management, this
opportunity is for you.
What We Are Looking For:
• German - Advanced- minimum C1 level
• Proficient English skills (verbal and written)- B2 - C1 level
• Previous experience in a Team Leader or similar leadership role
• Strong organizational and analytical skills
• Experience in KPI monitoring and performance management
• Coaching and mentoring abilities
• Excellent communication and interpersonal skills
• Ability to work in a structured, deadline-oriented environment
• IT skills: Proficient knowledge of (Word, Excel, PowerPoint).
• Law-abiding citizen: To respect the company`s rules and regulations regarding the
handling of data
Descrierea jobului
As a Team Leader, you will coordinate a team of agents handling inbound and email
channels. Your main responsibilities will include:
• Ensuring compliance with service levels, quality standards, and processing
deadlines
• Acting as a direct contact person and maintaining close cooperation with Service
Operations
• Serving as the first point of contact for Customer Service Representatives
• Coordinating daily team activities and ensuring smooth operations
• Validating candidates and conducting team trainings
• Monitoring performance and KPIs, preparing reports
• Conducting coaching sessions, feedback rounds, and performance appraisals
• Ensuring team motivation and a strong team spirit
• Training employees on processes, CRM systems, and product knowledge
• Ensuring a uniform understanding of complaint processes and service
specifications
• Analysing quality data, identifying error sources, and implementing improvement
measures
Descrierea companiei
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).
