French-Speaking Ops Team Lead — Lisbon Hub

Batgroup; Viseu; On-site; EUR 45,000 - 65,000; Full time

Benefits offered by this job

Private health insurance

Transportation allowance

Meal allowance card

Job summary

Batgroup, a Swiss scale-up with an in-house Customer Experience hub in Lisbon, is seeking an Operations Team Lead (French-speaking) to stabilize, mentor, and grow a German-speaking team in Lisbon. You will lead a multilingual team, ensuring attendance, dispatch optimization, and coaching on the shop floor while maintaining Swiss-quality service.

The role offers a permanent Portuguese contract with base salary and bonus structure.

Qualifications

• 2+ years as Team Lead or Supervisor in Customer Service, Logistics, Workforce Management, or Operations (BPO or in-house).
• Native or fluent French (C2) with strong professional English (C1).
• Hands-on, on-floor leadership and coaching in a fast-paced environment.
• Experience coordinating across teams and stakeholders in multiple countries.

Responsibilities

• Lead and develop a multilingual team of agents on the Lisbon hub floor.
• Coach and mentor staff, ensuring adherence to SLAs and quality standards.
• Monitor attendance, scheduling, and throughput; optimize daily dispatch and coverage.
• Serve as escalation point for complex cases and coordinate with Swiss stakeholders, HR, and IT.
• Maintain and improve SOPs and knowledge base to scale operations.

Skills

Team Leadership

French (C2)

English (C1)

Operations Experience

People Management

Job description

Are you a resilient leader who thrives on bringing structure, stability, and energy to an operational team? Are you tired of the rigid, metric-obsessed BPO world and ready to take real ownership? We are

Batgroup, a Swiss scale-up with an in-house Customer Experience hub in Lisbon. We are not an outsourcing agency. When you join us, you work directly for our brand, leading a core team that directly supports our clients and dedicated cleaning professionals across the Swiss market. We are looking for a firm, empathetic, and hands-on

Operations Team Lead

to stabilize, mentor, and grow our German-speaking team in Lisbon. The Opportunity

As our

Operations Team Lead (French-speaking), you will oversee our French-language operations dedicated exclusively to the Swiss market. You will inherit a fast-paced environment where complex logistics, shift planning, and ad-hoc problem-solving happen daily. You won't just sit behind a dashboard managing abstract metrics, you will be on the floor at our Lisbon hub, actively managing attendance, optimizing daily dispatch schedules, coaching agents, and establishing a strong culture of accountability, trust, and Swiss-quality service. Our Offer

Stability & Trust:

A permanent Portuguese employment contract from Day 1 with a competitive base salary and performance/target bonus structure.

Comprehensive Benefits Package:

Private health insurance, a monthly transportation allowance, and a daily meal allowance card.

Prime Location:

Our modern hub is located at

Sete Rios, perfectly connected by train, metro and bus.

Impact & Ownership:

As a key leader in our Lisbon hub, you'll ensure our standards are met daily while having the autonomy to identify gaps and refine our processes as we scale.

Your Mission

You lead, coach and develop a multilingual team of agents, ensuring they have the tools and support to succeed.

You aren't just a supervisor; you are a mentor.

DriveOperational Excellence:

You monitor ticket flows and scheduling, ensuring we always deliver Swiss-quality service. You use your analytical mindset to spot trends and suggest improvements.

Be the Bridge:

You act as the escalation point for complex cases, handling them with empathy and professionalism. You also coordinate with our remote senior management and HR/IT team.

Optimize the Journey:

You maintain our SOPs and knowledge base, ensuring our processes stay lean and effective as we grow.

Scale the Team:

Partner with Talent Acquisition to interview, onboard, and train new German-speaking customer service representatives as our Lisbon hub expands.

Language Skills:

Native or fluent command of French (C2) with a strong professional command of English (C1).

Leadership Experience:

2+ years of experience as a Team Lead or Supervisor in Customer Service, Logistics, Workforce Management, or Operations (BPO or in-house).

Workforce Management:

A firm, structured approach to attendance and performance management, you know how to enforce company policies fairly while maintaining strong team morale.

Operational Resilience:

Ability to stay calm under pressure, make fast decisions in dynamic environments and enjoy solving live dispatching puzzles without relying on rigid scripts.

Presence & Proximity:

A preference for being physically present on the office floor to foster culture, monitor floor sentiment and support agents in real-time.

International Collaboration:

Comfortable coordinating across remote stakeholders in Switzerland, Poland and Portugal.

Ready to lead with impact?

If you are ready to leave the call center world behind and help us build a stable, high-performing operations hub in Lisbon, we'd love to meet you.

French-Speaking Ops Team Lead — Lisbon Hub • Piedade, Portuguese Republic, PT