Job Description
We are looking for a proactive and results-driven
Czech/Polish/Croatian speaking Team Lead (BPO) to join our fully remote WorkNomads community. You will lead and inspire a team of BPO agents, ensuring operational excellence, high-quality service, and exceptional client satisfaction. This role blends hands-on team management with strategic process improvement—perfect for someone who thrives on coaching others to success.
As a Team Lead , your key responsibilities will include:
- 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.
To succeed in this role, you should have:
- Fluency in English and Czech/Polish/Croatian (both written and spoken) and 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.
- Excellent communication skills in English—both written and spoken.
What we offer: + Regular working hours (no evening and weekend shifts)+ Competitive remuneration potential that consists of a guaranteed monthly gross salary of 4500 BGN with annual bonus potential.+ Coverage for internet and phone bills equal to 100 BGN / 50 EUR net+ Referral bonus+ Employment or Freelancer contract with WorkNomads+ Team get-togethers and networking events are in our DNA!+ Need a place to live? Digitally check in to your spacious room in our WN LAB Hotel, the biggest and coolest 4* co-living hotel in Bulgaria. With no need to pay a deposit, and special discount rates for single apartments, starting from 660 EUR per month (utilities and cleaning included!), we’ve got you covered.= TOTAL(LY): amazing life & work with WorkNomads
About the docking station: WorkNomads is a global employer for digital nomads, empowering people to live life their way, offering flexible co-living and remote and project-based jobs.
Interest piqued? Join us! 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. Jobicy JobID: 127962
Job Tags
Remote job, Full time, Contract work, Freelance, Flexible hours, Shift work, Weekend work,