Dutch-Speaking CX Team Leader | Lisbon Hybrid & Growth

Kats Recruitment; Lisboa; Hybrid; EUR 38,000 - 58,000; Full time

Benefits offered by this job

On-site / Hybrid work

Meal allowances

Leadership development programs

Multicultural environment

Job summary

Kats Recruitment is seeking a Dutch-speaking Team Leader for its Lisbon, Portugal-based client’s customer experience team. The role focuses on leading a frontline CX team, coaching members, and driving performance to meet targets.

It is an on-site/hybrid position with a dynamic, multicultural environment and growth opportunities. You will guide performance, manage schedules, and collaborate with Operations, Quality, and Training to deliver exceptional service.

Qualifications

• Fluent or native Dutch is required.
• Good command of English (B2 or higher).
• Proven experience as Team Leader / Supervisor in a CX environment.
• Strong leadership and people-management capabilities.
• Solid understanding of contact center KPIs and performance management.
• Excellent communication, decision-making and problem-solving skills.

Responsibilities

• Lead, motivate, and support a team of Customer Service Representatives.
• Monitor team performance against KPIs and service targets.
• Provide coaching, feedback, and performance reviews.
• Assist agents with escalated inquiries and complex cases.
• Identify gaps and design improvement action plans.
• Manage daily operations, attendance, scheduling, workload distribution.
• Communicate updates, policies, and objectives clearly to the team.
• Collaborate with Operations, Quality, and Training teams to drive improvement.
• Foster a collaborative, high-performing team culture.

Skills

Dutch (C1/C2)

English (B2+)

Leadership

Coaching

KPIs & performance

Communication

Job description

Kats Recruitment is seeking a Dutch-speaking Team Leader for its Lisbon, Portugal-based client’s customer experience team. The role focuses on leading a frontline CX team, coaching members, and driving performance to meet targets.

It is an on-site/hybrid position with a dynamic, multicultural environment and growth opportunities. You will guide performance, manage schedules, and collaborate with Operations, Quality, and Training to deliver exceptional service.