Candidatul Ideal
Do you want to be part of a dynamic support team in our brand-new Bucharest office?
If so, you might be our next Team Manager – German & English.
Your profile:
- German – Advanced level
- English – Advanced level
- Completed higher education (college degree or equivalent) is required
- 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
- Willingness to work fully onsite from our Bucharest office (hybrid possibility after 6 months, based on performance and business needs)
- Flexibility to work in a rotational schedule, Monday–Sunday, including possible night shifts
Descrierea jobului
- Lead, coach, and develop a team of Customer Support Representatives
- Monitor team performance against KPIs (quality, productivity, CSAT, attendance, etc.)
- Conduct regular 1:1 meetings, performance reviews, and coaching sessions
- Identify development needs and collaborate with Quality and Training teams
- Drive engagement initiatives and contribute to a positive team culture
- Manage attendance, attrition, and workforce planning in collaboration with relevant departments
- Ensure compliance with company policies, procedures, and client requirements
- Handle escalations and support resolution of complex cases
- Analyze reports and implement action plans to improve operational results
- Participate in calibration sessions and operational meetings
- Support onboarding and nesting phases for new team members
- Act as the main point of contact between the team and upper management
You will be responsible for ensuring consistent service delivery across voice, email, chat, messaging, and back-office activities, while maintaining a strong focus on quality and customer satisfaction.
Benefits:
- Competitive salary
- Monthly performance bonus
- 30 RON meal tickets
- Cost of a monthly subscription for public transportation (120 ron/month)
- Relocation package of 500 EUR gross/month for the first 6 months (for candidates who need to relocate)
- A well-defined career path with many opportunities to grow in different directions
- After 6 months, possibility to work in a hybrid model (up to 3 days from home) based on performance and business needs
Descrierea companiei
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.
