Spanish Speaking Team Leader in Lisbon

Job description

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 Role Lead, 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 Qualifications Fluent 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 Offer Office-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