Team Lead – BPO, Dutch
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Job Description
BPO Team Lead managing Dutch-speaking sales agents and KPI performance for WorkNomads’ global remote talent community. Coaching teams, resolving escalations, and improving contact-center operations.
Responsibilities:
- Lead, supervise, and motivate a team of sales agents to meet or exceed KPIs, including generated revenue, conversion, sign ratio, and productivity
- Monitor and analyze performance metrics
- Conduct quality audits and deliver constructive feedback and coaching
- Plan and manage schedules to ensure adequate coverage and minimal shrinkage
- Act as the primary escalation point and resolve complex issues
- Assist agents with basic IT issues and file IT tickets for complex issues
- Provide real-time floor support and guidance during active operations
- Identify process inefficiencies and recommend and implement improvements
- Collaborate with clients and internal teams on SLAs, expectations, and performance targets
Requirements:
- Fluency in English and Dutch, written and spoken
- 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
- Understanding of performance metrics, analytics, and workforce management
- Proficiency in CRM systems, workforce management tools, and MS Office Suite
- Passion for continuous learning and collaboration in a global setting
- Team player mentality and belief that no one should be left behind regardless of background
Benefits:
- Work fully remotely from any country in the EU on a self-employment/B2B contract
- Local employment contract in the Sofia, Bulgaria office with a comprehensive social welfare package
- Autonomy and work-life balance
- Personalized career development program
- Learning from experts and working across industries
- International, dynamic, remote-first workplace
- Home office allowance
- Paid time off
- Competitive remuneration
- 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
- Diversity, social equity, and inclusion-focused culture
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