Team Leader

Job description


TBI Bank is a fully licensed consumer and SME focused bank operating in Bulgaria and Romania. We are recognized as the most profitable bank in Bulgaria in each of the last three years (Capital K10). TBI Bank is owned by TBIF Financial Services, a 4finance Holding company. Currently TBI Bank is challenging the established view of banking. We are now focused on becoming a next generation digital lender. We are now offering an exciting opportunity to join our team in the role of


Team Leader 





  • Manage a collection call center team of up to 15 team members, including hiring, training and succession management
  • Perform, monitor and improve processes specific for collection activity
  • Set and monitor individual and team goals specific for collection – identify improvement opportunities and implement the best market practices
  • Conduct regular performance evaluation reviews and continuous coaching of the team
  • Oversee day-to-day operations, analyze trends in performance, and provide updates to the higher management.
  • Brief the team on the new initiatives and coordinate the workload among them
  • Organize and monitor the activities of the collection call center 
  • Launch and participate in internal initiatives as per the objectives set by the higher management
  • Ensure correct execution of collections strategy and compliance with pre-set call scenarios;
  • Act as an escalation point of contact for internal and external queries


    • University degree – Bachelor`s or Master`s degree
    • Minimum 2 years of experience in a contact center/collections environment
    • At least 1-year experience leading a team
    • Deep understanding of collection processes
    • Highly analytical and attentive to detail
    • Excellent communicator, able to influence audience
    • Presentation skills
    • Team player
    • Excellence in performance and people management
    • Flexibility and adaptability, able to manage stress effectively
    • Proficiency in English is an advantage but not a must
    • Experience with Microsoft Office and ability to prepare reports and presentations where necessary


    We offer you: 


    • Competetive remunaration
    • Career advancement in leading organization in its industry
    • Working environment based on openness and team work
    • Additional benefits such as additional health insurance, preferences on sport cards and banking products and discounts
    • Excellent office location at the heart of the capital (Lozenets, close to metro station European Union)

    We kindly ask all prospective applicants to send us their CV in English.