BPO Team Lead with German & French

Who We Are:

We are building a community where global talent is geographically unleashed, and diversity is celebrated. We champion the freedom of living and working across borders, shaping a nation without a country.

• Remote engineering services, global impact — expert engineering, design, and business talent in cross-disciplinary project teams.
• Diversity celebrated — 40+ nationalities, 4 continents, one team.
• Continuous growth — we invest in you: projects, coliving, community, pushing you beyond what you thought possible.

Your mission at WorkNomads:

• 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 and 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.

Requirements

We want to hear from you if you have:

• Fluency in English, German, and French (both written and spoken) is essential.
• A 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.
• A solid understanding of performance metrics, analytics, and workforce management.
• Proficiency in CRM systems, workforce management tools, and MS Office Suite.
• A passion for continuous learning and collaboration in a global setting.
• A team player mentality and belief that no one should be left behind regardless of background.

Benefits

Perks of being one of us:

• Flexible work setup: work fully remotely from any country in the EU on a self-employment/B2B contract, or join our Sofia, Bulgaria office under a local employment contract that offers a comprehensive social welfare package.
• Autonomy: an environment where your technical vision matters, and you own your work-life balance.
• Growth: a personalized career development program to fuel your journey; learn from experts, expand your craft, and work across industries.
• Global vibe: an international, dynamic, remote-first workplace.
• Connectivity Support: home office allowance.
• Total Rewards: paid time off and competitive remuneration.
• Community: team get-togethers and networking events are in our DNA!
• Seamless Living: need a base? Digitally check into a spacious room at our WN LAB Hotel, Bulgaria’s biggest and coolest 4★ co-living hotel. No deposit, with special discounted rates for single apartments starting from 660 EUR/month (utilities & cleaning included!).
• Be part of something beyond work: culture, values, impact.