We are currently seeking a German-speaking Team Leader on-site in Sibiu to join our team as part of an exciting ramp-up project. If you are a motivated leader with strong organizational skills and a passion for coaching and performance management, this opportunity is for you!

Responsibilities:

As a Team Leader, you will coordinate a team of agents handling inbound and email channels. Your main responsibilities will include:

• Ensuring compliance with service levels, quality standards, and processing deadlines
• Acting as a direct contact person and maintaining close cooperation with Service Operations
• Serving as the first point of contact for Customer Service Representatives
• Coordinating daily team activities and ensuring smooth operations
• Validating candidates and conducting team trainings
• Monitoring performance and KPIs, preparing reports
• Conducting coaching sessions, feedback rounds, and performance appraisals
• Ensuring team motivation and a strong team spirit
• Training employees on processes, CRM systems, and product knowledge
• Ensuring a uniform understanding of complaint processes and service specifications
• Analysing quality data, identifying error sources, and implementing improvement measures

What We Are Looking For:

• German - Advanced- minimum C1 level
• Proficient English skills (verbal and written)- B2 - C1 level
• Previous experience in a Team Leader or similar leadership role
• Strong organizational and analytical skills
• Experience in KPI monitoring and performance management
• Coaching and mentoring abilities
• Excellent communication and interpersonal skills
• Ability to work in a structured, deadline-oriented environment
• IT skills: Proficient knowledge of (Word, Excel, PowerPoint).
• Law-abiding citizen: To respect the company`s rules and regulations regarding the handling of data.

If you are ready to take the next step in your leadership career and be part of a growing project, we would love to hear from you.

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