Team Manager with German&English

Foundever; Ro; On-site; EUR 42,000 - 60,000; Full time

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.

Skills

German C1

English B2

Leadership

Coaching

Performance analysis

KPI improvement

People management

Education

Bachelor's degree or equivalent

Job description

Description
Are you a results-driven leader with strong coaching skills and a passion for team development?

Required Language
German, English
Employment Type
Full time
Contract Type
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.
Your Profile

• 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
  

Conditions For Internal Candidates

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

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.
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.