Technical Team Leader, English

• Provide effective leadership and supervision to a team of representatives
• Set clear performance expectations and goals aligned with organizational objectives
• Coach, mentor, and motivate team members to enhance skills, performance, and professional development
• Foster a positive and collaborative team environment
• Address employee concerns, conflicts, and performance issues
• Monitor team performance and adherence to SLAs and KPIs
• Analyze team metrics and implement strategies to improve productivity and efficiency
• Collaborate with cross-functional teams to streamline processes and resolve operational challenges
• Monitor and improve customer service quality and customer satisfaction
• Stay updated with industry best practices and trends to drive process improvements and innovation
• Identify training needs and coordinate training sessions
• Ensure team members have necessary tools, resources, and information
• Collaborate with team leads and managers to share best practices and implement consistent processes
• Handle escalations, customer inquiries, and complaints as needed
• Participate in team meetings and organizational initiatives
• Provide reports on team performance
• Communicate with clients as needed
• Adhere to company policies and procedures
• Meet or exceed KPI performance targets
• Maintain knowledge of products, services, and processes through training and continuous learning
• Maintain a positive, empathetic, and professional attitude toward customers and colleagues
• Perform other duties as assigned

• 3 years experience in a role equivalent to the representatives the role will support
• Minimum of 1 year experience in a leadership or supervisory role, preferably in a call center environment
• Previous client-facing experience preferred
• Strong English communication skills, both verbal and written
• Strong knowledge and understanding of customer service and technical support principles and practices
• Strong problem-solving and decision-making skills
• Excellent interpersonal skills to interact with team members and stakeholders at all levels
• Proven ability to lead, motivate, and inspire a team to achieve performance targets and deliver exceptional customer experiences
• Results-oriented mindset with a focus on driving operational excellence and continuous improvement
• Proficiency in using customer service software and tools such as CRM
• Proficient in using computers and various software applications

• 21 Days Annual Leave Credits
• Medical
• Remote Work Allowance (400 lei gross/month)
• Meal tickets (40 lei/working day)
• Bring Your Own Device (BYOD)
• Experience infinite fun so you can have infinite growth
• Training programs and continuous learning modules