• Monitor and evaluate interactions across all support channels
• Perform CSAT/DSAT analysis and deliver root cause insights.
• Provide data-driven insights to support performance tracking and optimization.
• Organize and facilitate calibration sessions, ensuring alignment across stakeholders.
• Provide structured coaching, feedback, and mentoring to enhance agent decision-making, efficiency, and quality of service.
• Collaborate with Operations, Training, and Management to prioritize business needs.
• Ensure compliance with client standards and internal policies

• Lead, motivate, and support a team of agents handling email, messaging, and voice channels.
• Monitor team performance across KPIs (CSAT, QA pass rate, task resolution, SLA compliance, productivity).
• Provide structured coaching and feedback to improve communication quality, efficiency, and problem-solving skills.
• Manage team schedules and workload distribution to meet operational demands and KPIs.
• Prepare and deliver performance reports to management and team members.
• Ensure team discipline, accountability, and adherence to internal policies, client guidelines, and operational procedures

• Location:

1. Brasov – Business Park (100% on-site, flexible to work in shifts, weekends.)
2. Bucharest- J8 Office Park (100% on-site, flexible to work in shifts, weekends.)

• Previous experience in the targeted position( minimum 18-24 months) within a BPO environment
• Languages Required: English C1 plus any other skills, such as French, German, are a strong plus
• Strong communication and interpersonal skills to deliver excellent customer service and foster team collaboration
• Strong understanding of operational KPIs, performance management, and people leadership practices.
• Problem-solving and critical thinking skills for analyzing information and resolving client or project challenges
• Good organizational and multitasking abilities to manage tasks efficiently and meet deadlines
• IT Skills: Good command of Microsoft Office applications, particularly Excel, Word, and PowerPoint.
• Adaptability, resilience, and willingness to learn in a dynamic work environment
• High integrity and adherence to company policies, confidentiality, and data protection standards.

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).