[Hiring] Senior Team Leader @Transcom

Role Description

As a Senior Team Leader in this team, you won't just be hitting targets - you will be the strategic architect behind our Team Leaders' success. We are looking for someone who can bridge the gap between daily operations and long-term business growth. If you excel at transforming complex data into actionable strategies and thrive in a role where you serve as the primary partner to the Business Manager, this could be your next career milestone. This position is open for candidates from Croatia and Portugal.

Your main responsibilities would be:

• Team Leadership and Development: Promoting open communication, maintaining a high level of motivation by adapting your leadership style, and ensuring high employee satisfaction and attendance. You'll coach and train new Team Leaders (TLs) to hit individual and department goals.
• Performance Management and Accountability: Holding TLs accountable for performance expectations through monthly, quarterly, and annual reviews. You'll monitor and follow up on the coaching of the agents.
• Data Analysis and Reporting: Maintaining daily, weekly, and monthly operation reports, analyzing data (AHT, quality, etc.), and identifying performance trends. You'll review Performance and Quality reports.
• Operational Control and Compliance: Monitoring Customer Service Representative (CSR) and TL compliance with processes and Customer Expectations. This includes conducting daily checks of WFM and other applications and documentation. You'll also provide precise information for generating earnings and growth forecasts.
• HR and Administrative Support: You may be authorized to order and approve holidays, and job requisitions in the absence of the Business Manager (BM). You will also be the general backup to the BM.

Qualifications

• Leadership experience: 2-5 years of experience leading teams of 10–15+ employees, ideally in a BPO, contact center, customer operations, or shared services environment.
• Language skills: C1/C2 German and at least B2 English, with strong communication skills for coaching, meetings, and stakeholder interactions.
• People management: Experience in coaching, performance reviews, employee engagement, attendance management, conflict resolution, and handling underperformance.
• KPI and performance management: Experience tracking and improving KPIs such as CSAT, SLA, quality, productivity, AHT, FCR, and attendance, with the ability to analyze results and implement improvement plans.
• Quality and compliance: Experience in a structured, process-driven environment, with a strong focus on procedures, documentation, confidentiality, and quality standards. Willingness to learn client-specific medical device requirements.
• Client and stakeholder management: Confidence in handling escalations, reporting results, identifying risks, and communicating with clients and internal teams.
• Ownership and adaptability: A proactive, reliable, and independent leader who can make decisions, manage competing priorities, and perform well under pressure.

Requirements

• Nice to have: Experience supporting DACH markets or working in healthcare, medical devices, pharmaceuticals, or medical technology.
• Experience managing complex BPO accounts, high-volume or multichannel operations, or technical support.
• Advanced Excel, Power BI, CRM, dashboard, or workforce management skills.
• Experience with onboarding, mentoring, coaching workshops, training, quality calibration, or client business reviews.

Benefits

• The opportunity to take ownership of a team and make a real impact on its performance, development, and engagement.
• A dynamic, international working environment where you’ll collaborate with colleagues, clients, and stakeholders.
• The opportunity to contribute ideas, improve processes, and drive service quality and operational excellence.
• A role that offers variety, responsibility, and the opportunity to grow your leadership and operational management skills.

Company Description

At Transcom, we’re relentlessly committed. To our clients and each other. Every day, someone starts their journey with Transcom. Taking the potential they have today, and turning it into skills for the future. Getting recognized for working hard, being a team player, and supporting others. Championing positive, lasting change in their teams and communities. That’s just how we are at Transcom. Here we care, and root for each other. You’re included, just as you are, from day one. And with the right mindset, there’s no end to how far we can go together.