Team Manager with German&English
About this role
German, English
Employment Type
Full time
Contract Type
Permanent
Description
Are you a results-driven leader with strong coaching skills and a passion for team development?
Do you want to be part of a dynamic support team?
If so, you might be our next Team Manager – German & English.
Your profile:
- German – Advanced level (C1–C2)
- English – Advanced level (C1–C2)
- 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 (WAH possibility after 6 months, based on performance and business needs)
- Flexibility to work in a rotational schedule, Monday–Saturday
Conditions for internal candidates:
- No written warnings in the past 6 months or ongoing disciplinary process
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
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
- 35 RON meal tickets
- Cost of a monthly subscription for public transportation (120 ron/month)
- A well-defined career path with many opportunities to grow in different directions
At Foundever®, we make things simple.
Our mission is to be the solutions and the team behind the best experiences for the world’s leading brands — wherever and whenever needed.
We believe that small moments can have a big impact on our work experiences, customers, and teams. By creating positive moments for each other, we make a difference and continuously improve our associate experience.
Let’s create best moments together.
Company at a glance
Foundever® is the next-generation service leader reinventing customer experience (CX). Our 150,000 people working across +45 countries partner with industry-leading brands to deliver integrated CX, digital operations and data solutions.
Each year we power 3.3 billion conversations in +60 languages to help more than 800 of the world’s top brands keep their promise in the moments that matter most. We simplify the complex CX landscape with scalable solutions that deliver seamless human experiences and solve real business and industry challenges. Using our people-led, technology-enabled and data-powered approach, we optimize and transform the customer and agent experience – changing the way things are done.
Top Benefits
- Competitive Salary
- Monthly Performance Bonus
- Meal Tickets
- Public Transportation Subscription
- Career Growth Opportunities
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