About this role
Workster is partnering with a leading international customer experience provider to recruit a Spanish-speaking Team Leader for a BPO operation based in Lisbon, Portugal.
This is an excellent opportunity for an experienced customer service professional ready to lead a team, improve operational performance, and create a positive working environment. You’ll coach and develop Customer Service Representatives while ensuring excellent service delivery, strong results, and consistent achievement of operational targets.
Your RoleLead, motivate, and support a team of Customer Service Representatives
Monitor individual and team performance against KPIs, quality standards, and service targets
Provide regular coaching, feedback, and performance reviews
Support agents with escalated or complex customer cases
Identify performance gaps and create effective improvement plans
Manage daily operations, attendance, scheduling, and workload distribution
Communicate operational updates, procedures, and business objectives to the team
Work closely with Operations, Quality, Training, and other departments to improve results
Promote a positive, collaborative, and high-performance team culture
Ensure compliance with company policies, data protection requirements, and operational procedures
Your QualificationsFluent Spanish
Good command of English (B2 level or above)
Previous experience in a Team Leader, Supervisor, Senior Agent, or similar BPO/customer service role
Strong leadership, coaching, and people-management skills
Good understanding of customer service KPIs and performance management
Excellent communication and problem-solving abilities
Confident handling escalations and challenging situations
Organised, proactive, and comfortable managing multiple priorities
Strong computer skills and experience with CRM or contact centre systems
Ability to motivate others and lead by example
The OfferOffice-based position in Lisbon, Portugal
Competitive remuneration package
Stable full-time employment
Professional onboarding and ongoing management training
Career progression within an international organisation
Dynamic and multicultural working environment
Employee benefits and wellbeing initiatives
Continuous learning and professional development opportunities
Opportunity to lead and develop a customer service team in a global BPO environment