Team Manager – Inbound Contact Center Customer Care and Sales

DSK Bank is part of OTP Group – one of the leading banking groups in Central and Eastern Europe.

Our amazing company is following an ambitious journey, which requires bright and motivated people to build its successful future. This position is a fantastic opportunity for a professional to create value and develop within one of the largest banks in Bulgaria.

We are looking for a motivated and experienced Team Manager to join our contact center team. The ideal candidate will lead, motivate, and support a team of customer service representatives to deliver exceptional support and meet performance targets in a fast-paced fintech environment.

Key Responsibilities:

• Lead and supervise a team of contact center consultants, providing coaching, feedback, and support
• Monitor team performance and ensure KPIs are met or exceeded
• Develop and implement strategies to improve customer satisfaction and operational efficiency
• Handle escalated customer issues and provide timely resolution
• Collaborate with other departments to streamline processes and share feedback from the frontline
• Conduct regular team meetings and training sessions to enhance skills and knowledge
• Prepare and present reports on team performance to management

Qualifications:

• Proven experience as a team leader or supervisor in a contact center environment, preferably in fintech or financial services
• Strong understanding of contact center metrics and customer service best practices
• Excellent communication and interpersonal skills
• Ability to motivate and develop a diverse team
• Problem-solving mindset and ability to handle escalations calmly and efficiently
• Proficiency in CRM software and MS Office
• Experience in managing processes and people
• Customer obsessed
• Bachelor’s degree preferred but not mandatory

What We Offer:

• Competitive salary and performance-based bonuses
• Attractive bonus scheme
• Food vouchers in the amount of 200 BGN per month
• Additional health insurance
• Promo price for Multisport cards
• 20+5 days paid leave
• Opportunities for professional growth and development
• Professional trainings
• Unique banking service package – special loan interest for employees
• Supportive and inclusive company culture
• The chance to be part of a cutting-edge fintech company

If you are interested in this opportunity, please send your detailed CV in English. Only short-listed candidates will be contacted. All applications will be treated in strict confidentiality.