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