Call Center Team Lead

2 weeks ago

Bucharest, Bucureşti, Romania United Call Centers Full time

United Call Centers is a dynamic and fast-growing BPO company committed to delivering outstanding support to our clients worldwide. We are currently seeking a motivated Romanian speaking
Team Lead
to join our team and lead our agents toward success by ensuring high performance, operational excellence, and a positive work environment.

As a Team Lead, you will report directly to the Customer Success Manager and play a key role in overseeing agent performance, daily operations, training, and coaching. You will ensure service targets are consistently met and foster a motivated, efficient, and compliant team.

Key Responsibilities

  • Monitor and manage agent attendance, performance, and behaviour
  • Track and coach agents on performance targets (AHT, productivity, QA)
  • Set goals aligned with company objectives and communicate them clearly
  • Conduct monthly one-on-one meetings and regular performance reviews
  • Manage agent work schedules to ensure adequate coverage
  • Lead new starter and refresher trainings, including knowledge assessments
  • Maintain and update training materials and Knowledge Base resources
  • Oversee daily performance monitoring for all supported markets (Call SLA, Email SLA, ABR, etc.)
  • Immediately report any issues or incidents affecting service delivery
  • Support the Customer Success Manager with ad-hoc tasks
  • Organize workflows and delegate tasks efficiently
  • Receive and resolve complaints professionally
  • Maintain accurate timekeeping
  • Conduct and review QA audits and provide agent feedback
  • Assist with administrative tasks related to campaigns

What We're Looking For

  • Proven experience in team leadership or customer service management in a call center environment
  • Professional Romanian and English
    language skills
  • Strong communication and coaching skills
  • Ability to handle multiple tasks and prioritize effectively
  • Excellent organizational and problem-solving abilities
  • Familiarity with CRM tools and QA processes is a plus
  • Proactive attitude with the ability to work independently and as part of a team
  • Commitment to maintaining high service standards and compliance

Why Join Us?

  • Work in a hybrid model and enjoy the flexibility of a
    self-employed contract
  • Manage your own schedule while leading a motivated team
  • Competitive pay
  • Opportunity to develop your leadership skills and grow professionally
  • Be part of an innovative company that values autonomy and results

Ready to lead a successful team and make an impact? Apply today

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