Team Lead, BPO – German

WorkNomads

. Lead, supervise, and motivate a team of sales agents to meet or exceed KPIs .

Posted 10/31/2026full-timeRemote • Bulgaria, Spain, Portugal, GreeceSenior💰 €2,300 per monthWebsite

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 effective conflict resolution. Proficient in CRM systems and MS Office Suite, with fluency in English and German to facilitate collaboration and communication.

Highest-signal resume keywords

Leadership ExperiencePerformance Metrics AnalysisWorkforce Management ToolsFluency in English and GermanCoaching and Conflict Resolution Skills

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Performance MetricsWorkforce ManagementCRM SystemsMS Office SuiteQuality AuditsProcess ImprovementIT Issue Resolution

Soft Skills

LeadershipCoachingConflict ResolutionTeam Player MentalityCollaboration

Tools & Technologies

CRM SystemsWorkforce Management ToolsMS Office Suite

Industry Keywords

BPOContact CenterKPISLAPerformance Targets

About the role

Key responsibilities & impact

Lead, supervise, and motivate a team of sales agents to meet or exceed KPIs
Monitor and analyze performance metrics, conduct quality audits, and provide 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 German, 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 commitment to inclusive collaboration

Benefits

Comp & perks

Flexible work setup: work fully remotely from any country in the EU on a self-employment/B2B contract, or join the Sofia, Bulgaria office under a local employment contract that offers a comprehensive social welfare package
Autonomy and work-life balance
Personalized career development program
International, dynamic, remote-first workplace
Home office allowance
Paid time off
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