Dutch-Speaking Team Leader

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

Dutch-Speaking Team Leader | Customer Experience

Job Description

We are seeking a Dutch-speaking Team Leader to join a global customer experience team.
This is an excellent opportunity for an experienced customer service professional ready to take ownership of a team, drive performance, and foster a positive, high-performing work environment. You will coach and develop your team members while ensuring exceptional service, strong operational results, and consistent target achievement.

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, continuous feedback, and performance reviews.
  
• Assist agents with handling escalated or complex customer inquiries.
  
• Identify performance gaps and design effective action plans for improvement.
  
• Manage daily operations, attendance, scheduling, and workload distribution.
  
• Communicate operational updates, policies, and organizational objectives clearly to the team.
  
• Collaborate closely with Operations, Quality, and Training departments to drive continuous improvement.
  
• Foster a collaborative, positive, and results-driven team culture.
  

Your Qualifications

• Fluent or native Dutch (C1/C2 level).
  
• Good command of English (B2 level or higher).
  
• Proven experience as a Team Leader, Supervisor, Senior Agent, or a similar leadership role in a customer service environment.
  
• Strong leadership, coaching, and people-management capabilities.
  
• Solid understanding of contact center KPIs and performance management metrics.
  
• Excellent communication, decision-making, and problem-solving skills.
  
• Confident in managing escalations and handling challenging situations effectively.
  
• Highly organized, proactive, and adept at managing multiple priorities.
  
• Proficiency with CRM systems, contact center tools, and general office applications.
  

The Offer

• Work Location: Lisbon, Portugal (On-site / Hybrid as operational needs require).
  
• Schedule: Full-time (Operating hours Monday–Saturday, 07:00 to 22:00).
  
• Compensation: Competitive salary package including base salary, performance bonuses, and meal allowances.
  
• Training: Professional onboarding and ongoing leadership development programs.
  
• Environment: Dynamic, multicultural, and collaborative working environment.
  
• Growth: Ample long-term career progression opportunities within an international organization.