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 in our brand-new Bucharest office?
If so, you might be our next Team Manager – German & English.
our profile:German – Advanced level (C1–C2)English – Advanced level (C1–C2)Completed higher education (college degree or equivalent) is requiredPrevious experience in a leadership role (Team Leader / Team Manager) within a customer support or BPO environmentStrong coaching and people management skillsAbility to analyze performance data and drive KPI improvementExperience working in a structured, target-driven environmentWillingness 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 RepresentativesMonitor team performance against KPIs (quality, productivity, CSAT, attendance, etc.)Conduct regular 1:1 meetings, performance reviews, and coaching sessionsIdentify development needs and collaborate with Quality and Training teamsDrive engagement initiatives and contribute to a positive team cultureManage attendance, attrition, and workforce planning in collaboration with relevant departmentsEnsure compliance with company policies, procedures, and client requirementsHandle escalations and support resolution of complex casesAnalyze reports and implement action plans to improve operational resultsParticipate in calibration sessions and operational meetingsSupport onboarding and nesting phases for new team membersAct 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 salaryMonthly performance bonus30 RON meal ticketsCost 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 directionsAfter 6 months, possibility to work in a hybrid model (up to 3 days from home) based on performance and business needs
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.