Team Lead (BPO) - German
Job description
Lead, supervise, and motivate a team of sales agents in a BPO/contact center environment, ensuring KPIs, quality, and service excellence are met. The role involves performance monitoring, scheduling, escalation handling, and client collaboration.
At a glance
- Employment
- Employee or contractor
- Work mode
- Remote · Sofia, Bulgaria
- Languages
- English – fluent, German – fluent
- Pay
- EUR 2,300 / month
What you'll do
- Lead, supervise, and motivate a team of sales agents to consistently meet or exceed KPIs (generated revenue, conversion, sign ratio, productivity)
- Monitor and analyze performance metrics, conduct quality audits, and deliver constructive feedback and coaching
- Plan and manage schedules, ensuring adequate coverage and minimal shrinkage
- Act as the primary escalation point, resolving complex issues and maintaining service excellence
- Assist agents with basic IT issues & file IT tickets for more complex issues
- Provide real-time floor support and guidance to agents during active operations
- Identify process inefficiencies, recommend and implement improvements
- Collaborate with clients and internal teams to align on SLAs, expectations, and performance targets
What we're looking for
- Fluency in English and German (both written and spoken) is essential
- Bachelor's degree in Business, Management, or a related field (or equivalent practical experience)
- 2–4 years of supervisory or leadership experience in a BPO or contact center environment
- Strong leadership, coaching, and conflict-resolution skills
- Solid understanding of performance metrics, analytics, and workforce management
- Proficiency in CRM systems, workforce management tools, and MS Office Suite
- A passion for continuous learning & collaboration in a global setting
- A team player mentality and believe no one should be left behind regardless of background
Benefits
Flexible work setup: work fully remotely from any country in the EU on a self-employment/B2B contract, or join our Sofia, Bulgaria office under a local employment contract that offers a comprehensive social welfare package
Growth: a personalized career development program to fuel your journey; learn from experts, expand your craft, and work across industries
Seamless Living: need a base? Digitally check into a spacious room at our WN LAB Hotel, Bulgaria's biggest and coolest 4★ co-living hotel. No deposit, with special discounted rates for single apartments starting from 660 EUR/month (utilities & cleaning included!)
- Autonomy: an environment where your technical vision matters, and you own your work-life balance
- Global vibe: an international, dynamic, remote-first workplace
- Connectivity Support: home office allowance
- Total Rewards: paid time off and competitive remuneration (2,300 EUR gross)
- Community: team get-togethers and networking events are in our DNA!
- Be part of something beyond work: culture, values, impact
Apply
About WorkNomads
Remote engineering services, global impact
Remote engineering services, global impact — expert engineering, design, and business talent in cross-disciplinary project teams. Diversity celebrated — 40+ nationalities, 4 continents, one team. Continuous growth — we invest in you: projects, coliving, community, pushing you beyond what you thought possible.
Mission
We are building a community where global talent is geographically unleashed, and diversity is celebrated. We champion the freedom of living and working across borders, shaping a nation without a country.
Key facts
- 40+ nationalities, 4 continents, one team
- Remote-first workplace
- WN LAB Hotel, Bulgaria's biggest and coolest 4★ co-living hotel
What they value
- Diversity celebrated
- Continuous growth
- Freedom of living and working across borders
- No one should be left behind regardless of background