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 Your future role: • 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