BPO Team Lead (German)
W
WorkNomadsBPO, contact center
Work fully remotely from any country in the EU on a self-employment/B2B contractFull-TimeLead
Salary not disclosed
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Job Details
- Languages
- Fluency in English and German (both written and spoken) is essential.
- Experience
- 2–4 years of supervisory or leadership experience in a BPO or contact center environment.
- Required Skills
- LeadershipMS OfficeCoaching
Requirements
- 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.
- Solid understanding of performance metrics, analytics, and workforce management.
- Proficiency in CRM systems, workforce management tools, and MS Office Suite.
Responsibilities
- Lead, supervise, and motivate a team of sales agents to meet or exceed KPIs for generated revenue, conversion, sign ratio, and productivity.
- Monitor and analyze performance metrics, conduct quality audits, and provide constructive feedback and coaching.
- Plan and manage schedules to ensure adequate coverage and minimal shrinkage.
- Resolve complex issues as the primary escalation point.
- Assist agents with basic IT issues and file 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.
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