About this role
Workster is partnering with a leading international customer service provider to recruit a Dutch-speaking Team Leader for an exciting opportunity based in Lisbon, Portugal.
This is an excellent opportunity for an experienced customer service professional to lead and support a multicultural BPO team. You will be responsible for coaching team members, monitoring performance, ensuring high service quality and helping the team achieve its operational and customer satisfaction targets.
Your Role
Lead, motivate and support a team of Dutch-speaking customer service advisors
Provide regular coaching, feedback and guidance to improve individual and team performance
Monitor key performance indicators, quality results, attendance and customer satisfaction metrics
Ensure the team achieves agreed service level, productivity, quality and customer experience targets
Support advisors with complex customer enquiries, complaints and escalated cases
Conduct team briefings, one-to-one meetings, performance reviews and development discussions
Identify training needs and work with the relevant teams to deliver targeted development activities
Ensure that company procedures, client requirements, data protection policies and quality standards are followed
Review operational reports and use performance data to create practical improvement plans
Communicate important process updates, campaign information and business changes to the team
Work closely with operations, training, quality assurance and workforce management teams
Promote a positive, collaborative and customer-focused working environment
Prepare regular reports and provide clear updates to management and other stakeholders
Your Qualifications
Fluent in Dutch, both spoken and written
Very good English, both spoken and written
Previous experience in team leadership, supervision or people management within a BPO, contact centre or customer service environment
Experience managing performance, quality and customer satisfaction targets
Strong knowledge of customer service processes and contact centre operations
Previous experience in coaching, mentoring and delivering constructive feedback
Excellent communication, organisation and interpersonal skills
Confident handling escalations and supporting advisors in challenging customer situations
Strong analytical and problem-solving skills with the ability to interpret performance data
Good knowledge of Microsoft Office and customer service or workforce management systems
Ability to make decisions, prioritise tasks and remain calm in a fast-paced environment
Proactive, reliable and solution-oriented approach
Ability to work independently and as part of an international, multicultural team
Willingness to work rotational shifts, including weekends, where required
Ability to work on-site or in a hybrid setup in Lisbon, Portugal, depending on the project
The Offer
Full-time Team Leader position in Lisbon, Portugal
Competitive salary and performance-related incentives
Office-based or hybrid working opportunity, depending on the project
Comprehensive onboarding and fully paid training
International and multicultural working environment
Supportive management team and collaborative workplace culture
Opportunities for professional development and career progression
Opportunity to develop leadership, coaching and BPO operations experience
Employee benefits and additional social advantages
Assistance with relocation, where applicable