Flemish & French-Speaking Team Leader – Customer Service

Pkrecruiting; Lisboa; Sur place; EUR 35 000 - 48 000; Plein temps

Résumé du poste

CloserHire is partnering with a leading international customer experience provider to recruit a Flemish & French-speaking Team Leader for a BPO operation in Lisbon. You will lead and develop a multilingual team, coach for performance, and drive KPI results while maintaining high service quality.

The role requires strong leadership, coaching, and the ability to manage complex escalations in a fast-paced environment. Fluency in Flemish and French plus English at B2+ is essential.

Qualifications

• Fully bilingual in Flemish and French.
• English proficiency at B2 level or above.
• Experience in a Team Leader or similar BPO/Customer Service role.
• Strong leadership and people-management skills.
• Excellent communication and problem-solving abilities.
• Confident handling escalations and managing priorities.
• Organised and proactive with CRM/contact centre systems experience.

Responsabilités

• Lead, motivate, and support a team of Customer Service Representatives.
• Monitor 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 improvement plans.
• Manage daily operations, attendance, scheduling, and workload distribution.
• Communicate updates, procedures, and business objectives to the team.
• Work with Operations, Quality, Training and other departments to improve results.
• Promote a positive, collaborative, high-performance team culture.

Connaissances

Leadership

Coaching

People management

KPI tracking

Communication

CRM systems

Multilingual motivation

Outils

CRM systems

Description du poste

CloserHire is partnering with a leading international customer experience provider to recruit a Flemish & French-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 across both Flemish and French-speaking operations.

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

• Fully bilingual in Flemish and French, with the ability to communicate fluently and confidently in both languages
• 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
• Opportunity to lead and develop a multilingual 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