WorkNomads is seeking a strategic and analytically driven leader to join our European leadership team and support a key client in the fintech BPO sector. Acting as a trusted advisor to the client and leading internal teams, you will drive sales excellence, business transformation, and data-driven insights across multiple European markets.
The BPO sector is undergoing rapid transformation, moving beyond traditional outsourcing to become a true ICT and strategic business partner. Leveraging cloud, automation, AI, and advanced analytics, today’s BPOs deliver not only cost efficiency but also digital transformation, customer-centric innovation, and scalable growth. In this role, you will help accelerate that transformation, integrating technology with process expertise to unlock new revenue streams and future-ready business models for our client.
Dare to have a mission:
Business Intelligence & Insights
- Design manage & validate sales performance reports, campaign dashboards, and customer insights to guide strategic decision-making.
- Design data collection strategies & experimental set-ups to gather additional customer insights in the process of the daily operations.
- Provide actionable insights and recommendations directly to the client’s leadership; implement process improvements internally to drive sales growth.
- Collaborate with ICT teams to implement global BI processes, tools, and metrics across the European sales region.
- Safeguard & validate accuracy, integrity, and timeliness of all reporting and analytics.
- Stay ahead of BI trends, applying predictive analytics, AI, and automation where relevant.
Sales Strategy & Client Engagement
- Partner with European sales leaders to define strategic and tactical growth plans aligned with client priorities.
- Set, maintain and calibrate KPIs in collaboration with internal stakeholders & the client.
- Analyze performance metrics, identify process gaps, and collaborate with Sales Operations, ICT, Quality, and Training teams on improvements.
- Represent the business in weekly, monthly, and quarterly reviews with client operations.
- Work closely with country SPOCs, Workforce Management (WFM), and Recruitment teams to align resource planning with sales and operational objectives.
Transformation & Process Excellence
- Lead transformation initiatives focused on efficiency, cost optimization, and performance enhancement.
- Drive digital innovation and process automation to streamline sales and support functions.
- Monitor project milestones, mitigate risks, and ensure delivery in line with broader business objectives.
- Foster a culture of continuous improvement, innovation, and out-of-the-box thinking through coaching and mentorship.
Leadership & Operational Oversight
- Oversee a diverse team of operations managers, team leads, WFM specialists & subject matter experts.
- Take full ownership of team performance and strategic outcomes.
- Ensure revenue targets are achieved while keeping operational costs optimized.
- Develop and manage incentive structures to drive motivation and performance.
- Track attrition, implement early-warning systems, and conduct regular team audits.
- Cultivate a mindset of flexibility & adaptability to navigate business & process changes efficiently.
The tools in your backpack:
- 7+ years’ experience in Business Intelligence, Sales Strategy, or Process Excellence, ideally in the BPO/fintech sector.
- Proven track record managing diverse & cross-functional teams
- Strong understanding of BPO operations, including Workforce Management (WFM) and Quality Assurance (QA).
- Proven expertise with Salesforce; knowledge of Genesys Cloud & Odoo is a plus
- Strong proven affinity with Excel and PowerBI (or other analytical tool kits, such as Tableau and SPSS)
- Solid knowledge of statistics, predictive analytics, and AI applications.
- Working understanding of IT infrastructure & ability to write out business requirements for innovations & software solutions
- Resilient & flexible mindset; capable of operating efficiently under client & time pressure; strong focus on meeting deadlines & delivering projects on track
- Financial acumen & good understanding of key financial metrics & indicators
- Exceptional analytical, communication, and stakeholder management skills.
- Creative, out-of-the-box thinker with the ability to dive deep into complex challenges.
- Bachelor’s degree in Business, Engineering, Finance or another field with strong focus on analytics & data analytics (Master's preferred)
- Fluent in English; proficiency in additional European languages is a strong plus
- Ability to travel to the client location and WN LAB Hotel in Sofia on regular basis (min 1 week per month).
Our recipe for a great life in Bulgaria:
The opportunity to participate in our new nomadic economy, instead of watching it happen from the side-lines
A personalized career development program
An environment where your opinion matters, and you manage your own work-life balance
International and dynamic workplace
Coverage for internet and phone bills equal to 100 BGN / 50 EUR net
Employment or Freelancer contract with WorkNomads
Competitive remuneration and social welfare package
Team get-togethers and networking events are in our DNA!
Need a place to live? Digitally check in to your spacious room in our WN LAB Hotel, the biggest and coolest 4* co-living hotel in Bulgaria. With no need to pay a deposit, and special discount rates for single apartments, starting from 660 EUR per month (utilities and cleaning included!), we've got you covered.
= TOTAL(LY): amazing life & work with WorkNomads
About the docking station:
WorkNomads is a global employer for digital nomads, empowering people to live life their way, offering flexible co-living and remote and project-based jobs.
Interest piqued? Join us!
We celebrate the right of every human to be themselves and provide opportunities for global talent 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.
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