Team Lead, BPO – German

This is a fully remote position, open to applicants in Bulgaria, +3 more countries.

📋 Description

• Lead, oversee, and inspire a team of sales agents to achieve or surpass KPIs.

• Monitor and assess performance indicators, conduct quality audits, and offer constructive feedback and coaching.

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

• Serve as the main escalation point and resolve intricate issues.

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

• Provide immediate floor support and direction during active operations.

• Identify inefficiencies in processes and propose and implement enhancements.

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

⛳️ Requirements

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

• Bachelor’s degree in Business, Management, or a related discipline, or equivalent practical experience.

• 2–4 years of supervisory or leadership experience in a BPO or contact center setting.

• Strong leadership, coaching, and conflict-resolution abilities.

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

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

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

• Team-oriented mindset and dedication to inclusive collaboration.

🏝️ Benefits

• Flexible work setup: work fully remotely from any country in the EU on a self-employment/B2B contract, or join the Sofia, Bulgaria office under a local employment contract that offers a comprehensive social welfare package.

• Autonomy and work-life balance.

• Personalized career development program.

• International, dynamic, remote-first workplace.

• Home office allowance.

• Paid time off.

• Team get-togethers and networking events.

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