Bilingual Team Manager – German & English

Foundever

Ro

On-site

EUR 42,000 - 60,000

Full time

14 days+

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Benefits offered by this job

Competitive salary

Monthly performance bonus

35 RON meal tickets

Job summary

Foundever in Emilia Romagna is seeking a Team Manager – German & English to lead a Customer Support team. You will coach, monitor KPIs, conduct 1:1s, and drive performance in a multi-channel environment.

The role requires German C1, English B2, a degree, and leadership experience; you will partner with Quality and Training teams, manage attendance, and support onboarding. Benefits include competitive pay and a clear career path.

Qualifications

German C1 level required.
English B2 level required.
Completed higher education is required.
Experience in leadership in customer support or BPO.
Strong coaching and people management skills.
Ability to analyze performance data and drive KPI improvements.
Flexible with rotational schedule.

Responsibilities

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 with relevant departments.
Ensure compliance with company policies 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.