We are looking for a proactive and results-driven French & Dutch speaking Team Lead (BPO) to join our fully remote WorkNomads community. You will lead and inspire a team of BPO agents, ensuring operational excellence, high-quality service, and exceptional client satisfaction. This role blends hands-on team management with strategic process improvement—perfect for someone who thrives on coaching others to success.
As a Team Lead, your key responsibilities will include:
- 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.
To succeed in this role, you should have:
- Fluency in English, French and Dutch (both written and spoken) and essential.
- 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.
- Excellent communication skills in English—both written and spoken.
About the docking station: WorkNomads is a global employer for digital nomads, empowering people to live life their way, offering flexible co-living and remote and project-based jobs.
Interest piqued? Join us! We celebrate the right of every human to be themselves and provide opportunities for global talent to shine. Diversity, social equity, and inclusion are at the core of who we are. We create an environment where different voices are respected, heard, and empowered in equal measure. We’re breaking down the boundaries by designing a new nomadic economy by enabling people to do what they love and be where they want.