Team Lead (BPO) - German (Remote)

WorkNomads; Brasil; Remote; BRL 143,000 - 172,000; Full time

Benefits offered by this job

Remote EU options

Sofia office

Home office allowance

Paid time off

Competitive pay

Global team

Job summary

WorkNomads is seeking a BPO Team Lead with German to join our remote-friendly team. You will lead a sales agents team, monitor KPIs, and ensure service excellence across global projects.

Requirements include English and German fluency, a Bachelor’s in business/management, and 2–4 years of leadership in a BPO setting. Expect dynamic collaboration, flexible remote options, and growth opportunities.

Qualifications

• Fluency in English and German (written and spoken) is essential.
• Bachelor’s degree in Business, Management or related field, or equivalent experience.
• 2–4 years of supervisory or leadership experience in a BPO or contact center.
• 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.

Responsibilities

• Lead, supervise, and motivate a team of sales agents to meet or exceed KPIs.
• Monitor and analyze performance metrics, conduct quality audits, provide feedback.
• Plan and manage schedules for adequate coverage and minimal shrinkage.
• Act as escalation point, resolving issues and maintaining service excellence.
• Assist agents with basic IT issues and route complex tickets.
• Provide real-time floor support and guidance during operations.
• Identify process inefficiencies, propose and implement improvements.
• Collaborate with clients and internal teams to align on SLAs and targets.

Skills

Leadership

Coaching

Conflict resolution

Performance analytics

Workforce management

CRM systems

MS Office Suite

Education

Bachelor’s degree in Business/Management

Tools

CRM systems

Workforce management tools

MS Office Suite

Job description

WorkNomads is on the hunt for a BPO Team Lead with German to join our team!

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 & 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 and German (both written and spoken) is 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.

• A passion for continuous learning & collaboration in a global setting

• A team player mentality and believe 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-firstworkplace.

• Connectivity Support: home office allowance

• Total Rewards: paid time off and competitive remuneration (2,300 EUR gross).

• 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.

Want to learn more? Check us out below:

https://www.worknomads.com/

Interest piqued? Join us!

WorkNomads — A Nation Without a Country

We celebrate the right of every human to be themselves and provide opportunities for globaltalent 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.