Senior Team Leader for the DACH Market

General Information

Location

Work at Home

Job ID

14162

Job Category

Operations

Language Requirement

English, German

Description & requirements

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.

Join us as a Senior Team Leader!

In this role, you will:

- Work for a global leader in biotechnology and healthcare, advancing innovative medicines and diagnostic solutions for conditions such as diabetes, cancer, and other serious diseases, that help improve and save lives worldwide

- Promote 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

- Hold TLs accountable for performance expectations through monthly, quarterly, and annual reviews. You'll monitor and follow up on the coaching of the agents

- Maintain daily, weekly, and monthly operation reports, analyzing data (AHT, quality, etc.), and identifying performance trends. You'll review Performance and Quality reports

- Monitor 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

- Join our team on December 1, 2026.

What’s in it for YOU?

- A welcoming, inclusive, and international work environment

- Ongoing learning and development through training and internal learning platforms

- The opportunity to lead a team, develop its potential, and drive performance

- The chance to share ideas, improve processes, and make a real impact

- Corporate benefits and discounts

What are we looking for?

- 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

- 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

In order to work from home, you will need to have:

- Stable internet connection of at least 10 Mbps or higher.

What life at Transcom is like!

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.

We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status or any other characteristic protected by law.

- Himalayas