Team Manager with German&English (RO Remote, any Location, RO, RO)

Role Summary

Required Language

German, English

Conditions for internal candidates

No written warnings in the past 6 months or ongoing disciplinary process

Responsibilities

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.

Requirements

• German – Advanced level C1
• English – Medium level B2
• 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
• Flexibility to work in a rotational schedule, Monday–Sunday

Benefits

• Competitive salary
• Monthly performance bonus
• 35 RON meal tickets
• 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.
• Full time
• 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 .

About the Company

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.

The Global HRIS team manages an application portfolio dedicated to Foundever HR Global systems. Part of IT, the organization is responsible for a global scope of services that includes HR Application Management, HR Integration, Automation & Analytics, HR Project Delivery and Vendor Management. SAP SuccessFactors is the global HR technology platform for Foundever and supports global processes across Core HR, Talent Development, Talent Acquisition and Payroll. The Global HRIS team is responsible for delivering and sustaining a common, scalable and efficient technology stack for employees in more than 40 countries.