Team Lead – BPO, German, French

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

📋 Description

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

• Track and evaluate performance metrics.

• Perform quality audits and provide constructive feedback along with coaching.

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

• Serve as the primary escalation point for resolving complex issues.

• Support agents with basic IT concerns and file IT tickets for more complicated issues.

• Offer real-time floor assistance and direction during active operations.

• Identify inefficiencies in processes and propose as well as implement improvements.

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

⛳️ Requirements

• Proficiency in English, German, and French, both written and verbal.

• 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 capabilities.

• Comprehensive understanding of performance metrics, analytics, and workforce management.

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

• Enthusiasm for continuous learning and working collaboratively in a global environment.

• Team-oriented mindset with a commitment to ensuring that no one is left behind, regardless of their background.

🏝️ Benefits

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

• Independence and a balanced work-life dynamic.

• Tailored career development program.

• Opportunities to learn from experts and advance your professional skills across various industries.

• An international, dynamic, remote-first workplace.

• Home office allowance.

• Paid time off.

• Competitive salary.

• Team gatherings and networking events.

• Discounted rates for single apartments at WN LAB Hotel, Bulgaria’s 4★ co-living hotel, starting from 660 EUR/month, including utilities and cleaning.

• A culture focused on diversity, social equity, and inclusion.