Dutch-Speaking Team Leader

Pkrecruiting; Lisboa; Presencial; EUR 32 000 - 42 000; Tempo integral

Vantagens oferecidas por esta oferta de emprego

Career progression

Management training

Dynamic multicultural environment

Onboarding & development

Resumo da oferta

CloserHire is partnering with a leading international customer experience provider to recruit a Dutch-speaking Team Leader for a BPO operation. You will lead and motivate a team of Customer Service Representatives, monitor KPIs, and coach for improved performance.

The role emphasizes ownership, escalation handling, and cross‑functional collaboration. Successful candidates will have fluent Dutch and strong English, with a proven track record in team leadership within a contact centre environment.

Qualificações

• Fluent Dutch (C1/C2).
• Good command of English (B2 or above).
• Experience in a Team Leader, Supervisor, 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.
• Organized, proactive and able to manage multiple priorities.

Responsabilidades

• Lead, motivate, and support a team of Customer Service Representatives.
• Monitor performance against KPIs, quality standards, and targets.
• Provide regular coaching, feedback, and performance reviews.
• Support agents with escalated or complex customer cases.
• Identify performance gaps and implement improvement plans.
• Manage daily operations, attendance, scheduling, and workload.
• Communicate updates and objectives to the team.
• Collaborate with Operations, Quality, Training and others to improve results.
• Promote a positive, high-performance team culture.

Conhecimentos

Dutch (C1/C2)

English (B2+)

Team leadership

Coaching

People management

KPI awareness

CRM systems

Communication

Problem solving

Multitasking

Ferramentas

CRM systems

Descrição da oferta de emprego

CloserHire is partnering with a leading international customer experience provider to recruit a Dutch-speaking Team Leader for a BPO operation. This is a great opportunity for an experienced customer service professional ready to take ownership of a team, drive performance, and create a positive working environment. You’ll coach and develop your team while ensuring excellent service, 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

Your Qualifications

• Fluent Dutch (C1/C2)
• 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
• Organized, 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

• Competitive remuneration package
• Stable full-time employment
• Opportunity to lead and develop a customer service team
• Professional onboarding and ongoing management training
• Career progression within an international organization
• Dynamic and multicultural working environment

Employee benefits and wellbeing initiatives

• Continuous learning and professional development opportunities

Relocation

N/A