Team Manager – Inbound Contact Center Customer Care and Sales - Plovdiv

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.

Plovdiv, valid to 16.11.2025
General duties:
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
Requirements:
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
DSK Bank offers:
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
Documents for application:
CV