Team Lead – BPO, Dutch

• 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

• 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

• 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