Candidatul Ideal
👨🏫 Team Manager | Ascensos Romania | Bucharest
At Ascensos, we’re more than a contact centre - we’re Europe’s leading customer service outsourcing partner, trusted by some of the world’s most exciting retail brands. Founded in Scotland in 2013 and acquired in 2024 by global CX leader Firstsource, we’ve grown to serve clients across the UK, Romania, Turkey, South Africa, and Trinidad & Tobago.
Our award-winning culture isn’t just talk: in 2024 we were recognised with multiple industry awards including Best International Outsourced Contact Centre and Best Contact Centre Technology Innovation, and we were named Best Workplace at the Romanian Contact Centre Awards - proof of our passion for delivering exceptional, omnichannel customer experiences with a personal touch.
Today, our global #theAteam - 1,300+ strong - is growing again. We’re looking for a motivated, people-first Team Leader who’s excited to build confident, high-performing teams and contribute to the learning culture that drives our success.
This is your chance to inspire, coach, and guide a group of talented advisors, ensuring they deliver exceptional support to customers while building a culture of trust, empowerment, and performance.
🌟 You’ll thrive in this role if you:
At Ascensos, we’re more than a contact centre - we’re Europe’s leading customer service outsourcing partner, trusted by some of the world’s most exciting retail brands. Founded in Scotland in 2013 and acquired in 2024 by global CX leader Firstsource, we’ve grown to serve clients across the UK, Romania, Turkey, South Africa, and Trinidad & Tobago.
Our award-winning culture isn’t just talk: in 2024 we were recognised with multiple industry awards including Best International Outsourced Contact Centre and Best Contact Centre Technology Innovation, and we were named Best Workplace at the Romanian Contact Centre Awards - proof of our passion for delivering exceptional, omnichannel customer experiences with a personal touch.
Today, our global #theAteam - 1,300+ strong - is growing again. We’re looking for a motivated, people-first Team Leader who’s excited to build confident, high-performing teams and contribute to the learning culture that drives our success.
This is your chance to inspire, coach, and guide a group of talented advisors, ensuring they deliver exceptional support to customers while building a culture of trust, empowerment, and performance.
🌟 You’ll thrive in this role if you:
- Have proven experience leading a team in a BPO or contact centre environment (1-2 years).
- Have strong people leadership: you know how to coach, give feedback, and build performance plans that work.
- Are comfortable with KPIs and dashboards — you can turn numbers into stories and actions.
- Are confident with English communication (spoken & written).
- Have good working knowledge of CRM/telephony tools and MS Office (Excel for reporting).
- Have experience with travel/tourism support projects
- Experience in managing peak season support campaigns
- A data-driven mindset — analysing performance trends and building actions based on them excites you.
- Experience managing remote teams.
- Proactive mindset
- Strong prioritiy setting capabilities
Descrierea jobului
🎯 About the Role
As Team Manager for one of our largest projects, you’ll lead a skilled team of advisors who turn great vacations into even best experiences for our customers. You’ll be trusted to coach, shape processes, and drive performance oversight and improvements that directly support our client and their end customers.
🛠 WHAT YOU’LL DO (day-to-day)
Competitive salary package
Meal vouchers (35 RON/working day)
Private medical insurance after 3 months
Paid training & continuous learning opportunities
Career progression – 90% of our managers are promoted internally
Modern office space in central Bucharest with hybrid flexibility
Recognition programmes & team events
Working Hours:
Monday to Friday, usually between 10:00 and 19:00 (8 hours shift + 1 hour of total breaks), but since you will be managing a 24/7 team, schedule flexibility is needed
Working Mode: Remote with the flexibility to work from the office whenever needed
As Team Manager for one of our largest projects, you’ll lead a skilled team of advisors who turn great vacations into even best experiences for our customers. You’ll be trusted to coach, shape processes, and drive performance oversight and improvements that directly support our client and their end customers.
🛠 WHAT YOU’LL DO (day-to-day)
- Coach for impact: Conduct 1:1s and coaching that contribute to a consistent high performance.
- Deliver measurable performance: Own KPIs and lead practical interventions to hit targets.
- Manage escalations: Own complex customer cases and ensure clear, timely resolutions that preserve customer trust.
- Shape onboarding and career paths: Build and run the local onboarding plan so new advisors ramp fast and sustainably.
- Drive continuous improvement: Use team insights and data to propose process or script improvements - pilot changes and scale what works.
- Partner across functions: Be the client-facing operational lead for your team — working with QA, WFM, L&D and the client to unblock performance.
Competitive salary package
Meal vouchers (35 RON/working day)
Private medical insurance after 3 months
Paid training & continuous learning opportunities
Career progression – 90% of our managers are promoted internally
Modern office space in central Bucharest with hybrid flexibility
Recognition programmes & team events
Working Hours:
Monday to Friday, usually between 10:00 and 19:00 (8 hours shift + 1 hour of total breaks), but since you will be managing a 24/7 team, schedule flexibility is needed
Working Mode: Remote with the flexibility to work from the office whenever needed
Descrierea companiei
🚀 WHY JOIN US
At Ascensos you’ll lead with autonomy and impact. We trust our managers to shape their teams, improve processes, and deliver customer experiences that matter. With a people-first culture and global growth opportunities, this is the place to accelerate your leadership career while making a real difference every day.
Whether it's clients or colleagues, delivering with a personal touch is truly important to us. We work with a diverse range of well-known retail brands, across many sectors. Customer service careers can be extremely rewarding, and the Ascensos culture is a huge part of what makes us the employer of choice for so many.
Looking forward to having you in #theAteam!
