Team Lead (BPO) - Dutch
New
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WorkNomadsBusiness Process Outsourcing
Work fully remotely from any country in the EU on a self-employment/B2B contract, or join our Sofia, Bulgaria officeFull-TimeLead
Salary not disclosed
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Job Details
- Languages
- Fluency in English and Dutch
- Experience
- 2–4 years of supervisory or leadership experience
- Required Skills
- LeadershipData AnalysisMS OfficeCoaching
Requirements
- Fluency in English and Dutch (both 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.
- Solid 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.
Responsibilities
- 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.
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