[Hiring] Team Lead @WorkNomads

Role Description

WorkNomads is on the hunt for a BPO Team Lead with German & French to join our team!

Your mission at WorkNomads:

• 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.

Qualifications

• Fluency in English, German and French (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.
• Autonomy: an environment where your technical vision matters, and you own your work-life balance.
• Growth: a personalized career development program to fuel your journey; learn from experts, expand your craft, and work across industries.
• Global vibe: an international, dynamic, remote-first workplace.
• Connectivity Support: home office allowance.
• Total Rewards: paid time off and competitive remuneration.
• Community: team get-togethers and networking events are in our DNA!
• 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!).
• Be part of something beyond work: culture, values, impact.

How to Apply / What Happens Next

• Send us your CV by hitting the “Apply” button.
• You will hear from one of our Global Talent Connectors within 5 business days with the next steps.
• Meet us on MS Teams and tell us what excites you.
• Next stage could be a test or a task - we want to see what you DO (not just what you say).
• Along this journey and depending on the role you are applying for, prepare to meet either our Chief Talent Gaucho, your future leader or our Head Honcho!

Company Description

WorkNomads — A Nation Without a Country. We celebrate the right of every human to be themselves and provide opportunities for global talent to shine. Diversity, social equity, and inclusion are at the core of who we are. We create an environment where different voices are respected, heard and empowered in equal measure. We’re breaking down the boundaries by designing a new nomadic economy by enabling people to do what they love and be where they want.