Team Manager – Contact Center
Horizons Bulgaria is a leading recruitment company with 20+ years of experience in executive search and HR consulting. On behalf of our partner – a growing international company with operations in the U.S. and Balkans – we are looking for a skilled and experienced Team Manager to oversee and develop high-performing contact center teams.
Main Responsibilities:
- Lead, mentor, and motivate Team Leads and their teams in both Bulgaria and the U.S.
- Ensure consistent employee management practices across all company offices
- Monitor productivity, attendance, and KPIs on a daily, weekly, and monthly basis
- Coordinate team schedules to ensure seamless operational coverage
- Coach and develop team leaders; hold them accountable for performance, reporting, and documentation
- Analyze data and trends to proactively address issues and optimize results
- Support recruitment, onboarding, and annual performance reviews
- Recommend process improvements to enhance operational efficiency and business outcomes
- Uphold company policies and discipline standards, ensuring compliance and professionalism
Requirements:
- Minimum 5 years of experience in team (100+) management; call center experience is a strong advantage
- Higher education in Business, Management, Finance, or a related field
- Excellent leadership, mentoring, and communication skills
- Proven strategic thinking and data-driven decision-making abilities
- Strong problem-solving and conflict-resolution skills
- Proficiency in MS Office and Google Workspace tools
- Excellent command of English – both spoken and written
The company offers:
- Attractive base salary with unlimited commission potential
- Be part of a high-performing international team
- Clear opportunities for career growth and development
- Comprehensive additional health insurance
- Referral bonus program, team-building activities, and corporate events
- 50% sponsored sports card to support your healthy lifestyle
- Flexible hybrid work model
- Food vouchers
- New baby bonus
If you are interested in this position, please send your updated CV.
Horizons owns license No 2118 from 27.09.2016.
