Ukrainian-Speaking Team Leader at Mplus

Worldwide

<h3><strong>Key Requirements</strong></h3><ul><li><p>Proven experience in managing a <strong>Ukrainian-speaking team</strong>.</p></li><li><p><strong>Native-level proficiency in Ukrainian</strong>.</p></li><li><p>Strong command of <strong>English (B2/C1 level)</strong>, both written and spoken.</p></li><li><p>Previous experience in <strong>Call Center, Customer Support, or BPO environments</strong>.</p></li><li><p>Flexibility and availability to work in shifts between <strong>11:00–23:00 (Georgia time)</strong>, <strong>7 days a week</strong>.<br/><br/><strong>Key Responsibilities</strong></p></li><li><p>Manage and lead the team effectively to ensure high performance and engagement.</p></li><li><p>Conduct weekly quality assurance evaluations and ensure compliance with performance standards.</p></li><li><p>Attend and actively participate in weekly client meetings, including <strong>WBR (Weekly Business Review)</strong> and <strong>outlier meetings</strong>.</p></li><li><p>Perform <strong>real-time monitoring (RTM)</strong> when the RTM team is unavailable or when additional operational support is required, including monitoring agents’ schedules, adherence, and break times.</p></li><li><p>Follow up on, prepare, and complete all reports, files, and performance analyses requested by the client in a timely and accurate manner.</p></li><li><p>Provide regular, constructive feedback to agents and deliver coaching sessions to support performance improvement and professional development.</p></li><li><p>Conduct written and verbal interviews as part of the recruitment and onboarding process for new hires.</p></li><li><p>Monitor overall team performance, take corrective actions when necessary, and prepare regular performance reports for internal and client stakeholders.</p></li></ul><h3><br/></h3>