Team Leader

Job Description

The Team Leader of an HPI Team is responsible for the day-to-day operational management of a team ensuring high performance client satisfaction and achievement of business objectives. This role involves leading a team of 1020 people supporting their development monitoring performance and driving continuous improvement of processes and service delivery. The Team Leader acts as the main point of contact for team-related matters and works closely with internal stakeholders and clients. The role also includes analyzing performance data and implementing actions to improve efficiency quality and overall team results.

Responsibilities

• Managing and developing a team including hiring onboarding coaching and performance management
• Planning organizing and monitoring daily operations to ensure smooth workflow
• Tracking team performance quality and productivity and taking corrective actions when needed
• Identifying process improvement opportunities and implementing solutions
• Managing project timelines risks and priorities
• Preparing and delivering regular reports and performance analysis
• Acting as a key point of contact for stakeholders and ensuring clear communication
• Supporting team members development through regular feedback training and mentoring
• Ensuring alignment with company standards processes and client expectations

Requirements

• Previous experience in a customer service operations or service delivery environment
• Proven experience in people management or team leadership
• Strong organizational and problem-solving skills
• Experience in managing processes and improving operational efficiency
• Ability to communicate effectively with different stakeholders
• Analytical mindset with experience in working with performance data
• Leadership and people management
• Strong communication and stakeholder management
• Problem-solving and decision-making
• Business awareness
• Adaptability and ability to work in a dynamic environment

What we offer:

• Competitive remuneration package
• Referral bonus program
• 25 days annual paid leave
• Additional health insurance (outpatient & hospital medical care dental care coverage of dioptric glasses and more)
• Free Psychological Counselling via Green Line and on the spot
• Newborn or newly adopted child bonus
• Food vouchers - 76.70 EUR/month (150 BGN)
• Upskilling & reskilling training programs and e-learning hub
• Recognition awards
• Sports cards (partially covered by the employer) and company sports initiatives
• Special company discounts
• Various social and charity initiatives