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Team Leader

Ref: 6163

Two days ago
Contract Type

Connecting businesses and tech talents in a fast-changing world. This is what describes best the mission of Modis as a global leader in workforce, skilling, and consulting solutions for our partners. As part of the Adecco Group, our brand is present in 20 countries delivering services and solutions in the so-called “Smart Industry” areas and employing 30,000 people.

With more than 15 years of experience in Bulgaria, we deliver IT Service Desk, Data Center and Network Services, End-User Device Support (Desktop & Mobile), Application Development and Support, and BPO Solutions to more than 40 multinational companies. We have grown to 1400 employees in our 3 office locations and now we are looking for more talents to join us in our mission.

In our offices in Sofia and Plovdiv work young and motivated talents, who develop their career and unlock new ways of working. Now you have the chance to join them as a Team Leader in the Modis Plovdiv Site.


You will be responsible for: 

  • Monitoring ‘real time’ performance of inbound queues
  • Performance management of the agents
  • Managing of day to day performance of agents with regards to productivity, SLA’s, customer satisfaction and efficiency
  • Ensuring the quality of service as contracted with the customers
  • Escalation Management
  • Administering work schedules and timesheets of the agents
  • Mentoring of new hires
  • Asset Management
  • Reporting of all activities
  • Service Transition/Transformation

If you have:

  • Excellent communication skills
  • Preferably experience in a call center or other Team Leader environment
  • Understanding of Call Centre business
  • Highly motivated towards achieving targets and customer satisfaction
  • Strong organizational, planning and presentational skills
  • Ability to work under pressure in a highly targeted environment
  • Reporting experience, e.g. Excel pivot tables
  • Committed to self-development and the development of others
  • Excellent knowledge of English language

We offer:

  • Upskilling Training Programs
  • Recognition awards
  • Additional health coverage
  • Special offers and discounts
  • Food vouchers
  • Multisport card 
  • Competitive remuneration package 
  • Performance-based bonuses
  • Charity and sport initiatives

Sounds interesting? Connect with us!

Our recruitment process will be fully remote. You can meet our recruitment specialists and hiring managers online!

Only short-listed candidates will be contacted. All applications will be treated in strict confidentiality.