Key Responsibilities:

• Lead, motivate, and support a team of agents handling email, messaging, and voice channels.
• Ensure team discipline, accountability, and adherence to internal policies and operational guidelines.
• Monitor team performance across KPIs (CSAT, QA pass rate, task resolution, SLA compliance, productivity).
• Provide structured coaching and feedback to improve communication quality, efficiency, and problem-solving skills.
• Act as the first point of escalation for complex cases, ensuring proper documentation and timely reporting.
• Manage team schedules and workload distribution to meet operational demands and KPIs.
• Prepare and deliver performance reports to management and team members.
• Organize team meetings, calibration sessions, and policy refreshers to ensure alignment and continuous improvement.
• Ensure strict compliance with data protection, confidentiality, and security standards.
• Full availability to work 100% on-site-Business Park-Brasov
• English language -C1

We are currently looking for a Team Leader for our Customer support project, already active in Bucharest and now expanding to Brașov as well.
If you thrive in a fast-paced environment and enjoy working with people, this is your chance to make an impact. You’ll be part of a dynamic, multi-channel support team (voice, chat, email), where you’ll coach, guide, and drive performance while delivering outstanding customer experience
Requested profile:
Natural Leader: Strong leadership skills, charisma, excellent presentation abilities, and strong prioritization and organizational skills.
Results-driven: Ability to analyze operational metrics, identify challenges, and propose solutions. Solid understanding of business processes and operational KPIs.
Committed Mentor: Willingness to support and guide the team to achieve individual and collective targets.
IT Skills: Good command of Word, Excel, and PowerPoint.
High integrity: Strict adherence to internal policies and data protection standards.

Tp is the global leader in outsourced omnichannel customer experience management, and serves as a strategic partner to the world’s largest companies in a wide variety of industries. Its customer care, technical support, customer acquisition, consulting & analytics, digital integrated business service solutions and other high-value specialized services ensure consistently positive customer interactions that are reliable, flexible, and intelligent.

We have 420,000 interaction experts across nearly 170 countries, speaking 265 languages and dialects to better serve you.

Tp Romania is a subsidiary of Teleperformance Group, the world leader in outsourced omnichannel customer experience management, starting its activity in 2004. We operate now with more than 1,200 employees providing quality services to first-line players both on the local market and on the international market (banks, insurance companies, telecomm operators, gaming, tourism and others).