Dutch-speaking Team Leader (BPO) in Lisbon

Job description

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