Candidatul Ideal
We are looking for a motivated Team Leader to join our TP Romania team in Bucharest.
You will lead a multi-channel customer support team (email, messaging, voice), ensuring operational excellence, coaching agents, and driving performance in alignment with client expectations.
The Team Leader role offers the opportunity to guide a dynamic team, ensure smooth operations, and contribute to the project’s growing presence in Romania.
Requirements
- Strong leadership skills, with excellent communication, presentation, and organizational abilities.
- Results-driven mindset; ability to analyze operational metrics and implement solutions.
- Solid understanding of customer service processes and multi-channel operations.
- Proficient in Microsoft Office (Word, Excel, PowerPoint) and internal tools.
- High integrity and adherence to company policies, confidentiality, and data protection standards.
- Language Required: English C1
- Location: Bucharest – J8 Office Park (100% on-site flexible to work in shifts, including evenings and weekends by rotation)
Descrierea jobului
Key Responsibilities
- Lead, motivate, and support agents across email, messaging, and voice channels.
- Ensure team discipline, accountability, and adherence to internal policies, client guidelines, and operational procedures.
- Monitor KPIs: CSAT, QA pass rate, task resolution rate, SLA compliance, productivity, and attrition.
- Provide structured coaching, feedback, and mentoring to enhance agent decision-making, efficiency, and quality of service.
- Act as the first escalation point for complex or sensitive cases; ensure proper documentation and timely reporting.
- Manage team schedules, breaks, and workload to meet operational demand.
- Prepare and deliver performance reports to management and team members.
- Organize team meetings, calibration sessions, and policy refreshers for alignment and continuous improvement.
- Ensure strict compliance with data protection, confidentiality, and information security standards.
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).
