Team Lead – BPO, Dutch

This is a fully remote position, open to applicants in Bulgaria.

📋 Description

• Lead, supervise, and inspire a team of sales agents to achieve or surpass KPIs, such as generated revenue, conversion rates, sign ratios, and overall productivity.

• Monitor and evaluate performance metrics.

• Conduct quality audits while providing constructive feedback and coaching.

• Plan and manage schedules to ensure sufficient coverage and minimize shrinkage.

• Serve as the primary escalation point to resolve complex issues.

• Assist agents with basic IT challenges and submit IT tickets for more complex issues.

• Offer real-time support and guidance during active operations on the floor.

• Identify process inefficiencies and propose and implement improvements.

• Collaborate with clients and internal teams to establish SLAs, expectations, and performance targets.

⛳️ Requirements

• Proficiency in English and Dutch, both written and spoken.

• Bachelor's degree in Business, Management, or a related field, or equivalent practical experience.

• 2–4 years of supervisory or leadership experience within a BPO or contact center environment.

• Strong leadership, coaching, and conflict resolution abilities.

• Understanding of performance metrics, analytics, and workforce management.

• Proficient in CRM systems, workforce management tools, and the MS Office Suite.

• Enthusiasm for continuous learning and collaboration in a global context.

• Team-oriented mindset with the belief that everyone deserves support regardless of their background.

🏝️ Benefits

• Work fully remotely from any country within the EU on a self-employment/B2B contract.

• Local employment contract available at the Sofia, Bulgaria office, complete with a comprehensive social welfare package.

• Enjoy autonomy and a healthy work-life balance.

• Personalized career development program.

• Learn from experts and gain experience across various industries.

• Join an international, dynamic, remote-first workplace.

• Home office allowance provided.

• Paid time off.

• Competitive remuneration.

• Opportunities for team get-togethers and networking events.

• Discounted rates for single apartments at WN LAB Hotel starting from 660 EUR/month, including utilities and cleaning.

• Culture focused on diversity, social equity, and inclusion.