WorkNomads

Team Lead

• 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, ensuring 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 more 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

Team Lead – BPO, German, French

• 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

Team Lead – BPO, Dutch

Learning and Development

• List and deliver engaging training sessions onsite in the Sofia office
• Create and develop digital learning journeys
• Make learning more engaging, efficient, and relevant
• Support employees in building confidence, capabilities, and commercial skills
• Use performance information and feedback to identify learning and development opportunities
• Understand team challenges and identify practical process improvements
• Make information and internal resources easier to access, understand, and use
• Develop training materials, guides, workflows, and other learning resources
• Collaborate with operational and technical stakeholders to improve communication and ways of working
• Contribute to performance, efficiency, and employee development projects
• Gather feedback and continuously improve training and learning activities

Team Lead – BPO, German, French

Team Lead – BPO, Dutch

Training Specialist