Team Lead – BPO, Dutch

WorkNomads

. Lead, supervise, and motivate a team of sales agents to meet or exceed KPIs, including generated revenue, conversion, sign ratio, and productivity .

Posted 9/19/2026full-timeRemote • BulgariaSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates strong leadership and coaching abilities in a BPO or contact center environment, with a focus on performance metrics, workforce management, and team collaboration. Proficient in managing schedules and resolving complex issues while fostering a culture of continuous improvement.

Highest-signal resume keywords

Leadership ExperiencePerformance Metrics AnalysisWorkforce Management ToolsFluency in English and DutchCRM Systems Proficiency

ATS Keywords

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Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills

Performance MetricsWorkforce ManagementCoachingConflict ResolutionProcess Improvement

Soft Skills

Team Player MentalityContinuous LearningCollaboration

Tools & Technologies

CRM SystemsMS Office Suite

Industry Keywords

BPOContact CenterKPIQuality AuditsEscalation Management

About the role

Key responsibilities & impact

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

What you’ll need

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

Comp & perks

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