Dutch CS Team Leader - Lisbon

KultureTalent - Global Talent; Lisboa; On-site; EUR 45,000 - 65,000; Full time

Job summary

KultureTalent - Global Talent in Lisbon seeks a Dutch-speaking CS Team Leader to guide a multilingual team in a fast-paced setting. You will motivate, coach, and monitor team performance, balancing workload and optimizing processes to improve overall service quality.

Responsibilities include handling escalations, reporting metrics, and collaborating with management to drive strategic improvements and actions across the customer service function in Lisbon.

Qualifications

• Native or proficient Dutch; C1/C2 level required.
• Fluent English is required (B2).
• At least 1 year of management experience with multilingual teams.
• Able to adapt to a fast-paced environment and coach others.

Responsibilities

• Motivate as a leader, supervise turnover and retain talent.
• Monitor and report team performance and call/treatment quality.
• Give advisors feedback to improve daily performance.
• Develop improvement strategies for results andLOB as needed.
• Balance workload across advisors and team leaders.
• Keep processes and procedures up to date.
• Provide support for escalations, emergencies and complaints.
• Handle logistics and office-related issues.
• Oversee team administration and duties.
• Collect metrics and report to client/management/quality team.
• Prepare reports for management and PM to drive actions.
• Review data with PM and support actions accordingly.

Skills

Dutch (C1/C2)

English (B2)

Management experience

Team leadership

Job description

About the job Dutch CS Team Leader - Lisbon

RESPONSABILITIES:

• Motivate as a leader, controlling turnover and retaining potential and motivated team members
• Monitor and report team performance (correct call treatment, case treatment.)
• Give advisors feedback on their individual performance to improve and motivate their daily work
• Develop strategies for improvement of results/LOB upon need
• Distribute and balance the workload over the advisors and team leaders.
• Make sure processes and procedures are up to date.
• Offer support in critical problems (case escalations, emergencies, customer complaints).
• Take care of logistic problems (office supplies, general working conditions).
• Responsible of team administration
• Perform other tasks/duties as assigned by management depending on service needs
• Collect metrics, analyze these and report to customer / management / quality team.
• Provide other reports to management, as needed.
• Review of the data with PM and support preparing actions accordingly

REQUIREMENTS:

• Native or proficient in Dutch (C1/C2) and other language is a plus
• Fluency in English (B2)
• 1 year of previous experience in management a multilingual team (CC is a plus)
• Ability to adapt to a fast-paced industry
• Excellent guidance & coaching skills
• Focus on business improvement
• Have excellent Customer Care skills
• Team building abilities: capacity to motivate and inspire people
• Good organizational capacity
• Are a team player and empathetic, flexible