Customer Support Team Leader - English - Bucharest

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Position: English Customer Support Team Leader

Location: Bucharest, Romania

Employment type: Full-time


  • Apply a process of continuous review, management of absenteeism and attrition for all Advisors in the team, ensuring return to work and exit interviews are completed

  • Review and monitor work performance of all Advisors

  • Undertake quarterly performance reviews and 1:1 monthly meetings with each Advisor

  • Ensure Advisors are recognized and rewarded for outstanding achievements/performance

  • Provide clear direction and guidance

  • Facilitate a culture of open and honest 2 way communication

  • Maintain an environment which supports the spirit of teamwork, where Advisors take pride in working for the company

  • Ensure actions from employee satisfaction survey are implemented and continuously reviewed

  • Coach, develop and motivate Advisors by providing the skills and knowledge to perform their job, together with opportunities for skills expansion and career development

  • Monitor Advisor calls in line with CLOE, either via deskside or remote monitoring, across a sample of transaction types

  • Ensure accurate and timely communication of any client/campaign issues to Operations Manager

  • Ensure appropriate actions are taken to improve client satisfaction survey scores

  • Implementation of the GOS processes


  • Proficient English (C1) language, both verbal and written

  • Minimum of 12 to 18 months of call center experience preferably as Team Manager

  • Evidence of effective interpersonal, coaching, and leadership skills

  • Excellent telephone, keyboard, verbal and written communication skills

  • Effective time management

  • Ability to give constructive feedback to CSRs which lead to performance improvement

  • Logical and objective approach to call assessment

  • Ability to organize and prioritize, set priorities and multi-task

  • EU citizenship or valid work permit for Romania


  • Excellent remuneration package based on experience, skills and performance

  • Meal vouchers

  • Paid startup training and professional development sessions

  • Medical subscription

  • Access to Bookster library for borrowing books

  • Access to 7card

  • A dynamic and diverse job in a pleasant and modern environment

  • Opportunities for personal and professional development

  • Motivational contests and team-building activities

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