[Hiring] Team Lead (BPO) @WorkNomads

Role Description

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 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.
• 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 (2,300 EUR gross).
• 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!