Ukrainian-Speaking Team Leader

T'blisi, Georgia (Remote)

Key Requirements

  • Proven experience in managing a Ukrainian-speaking team.

  • Native-level proficiency in Ukrainian.

  • Strong command of English (B2/C1 level), both written and spoken.

  • Previous experience in Call Center, Customer Support, or BPO environments.

  • Flexibility and availability to work in shifts between 11:00–23:00 (Georgia time), 7 days a week.

    Key Responsibilities

  • Manage and lead the team effectively to ensure high performance and engagement.

  • Conduct weekly quality assurance evaluations and ensure compliance with performance standards.

  • Attend and actively participate in weekly client meetings, including WBR (Weekly Business Review) and outlier meetings.

  • Perform real-time monitoring (RTM) when the RTM team is unavailable or when additional operational support is required, including monitoring agents’ schedules, adherence, and break times.

  • Follow up on, prepare, and complete all reports, files, and performance analyses requested by the client in a timely and accurate manner.

  • Provide regular, constructive feedback to agents and deliver coaching sessions to support performance improvement and professional development.

  • Conduct written and verbal interviews as part of the recruitment and onboarding process for new hires.

  • Monitor overall team performance, take corrective actions when necessary, and prepare regular performance reports for internal and client stakeholders.



Ukrainian-Speaking Team Leader

Job description

Ukrainian-Speaking Team Leader

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