Spanish-Speaking Team Leader | Customer Experience

Workster; Lisboa; Presencial; EUR 25 000 - 35 000; Tempo integral

Vantagens oferecidas por esta oferta de emprego

Competitive remuneration package

Career progression within an国际 scope

Professional onboarding and ongoing mg

Dynamic multicultural working env.

Employee benefits and wellbeing

Resumo da oferta

Workster is partnering with a leading international customer experience provider to recruit a Spanish-speaking Team Leader for a BPO operation in Lisbon. You will lead a team of Customer Service Representatives, drive performance, and foster a positive, high-performance culture.

You will coach, develop, and manage daily operations, monitor KPIs, and collaborate with Operations, Quality, and Training to deliver excellent service and achieve targets in a multicultural environment.

Qualificações

• Fluent Spanish (C1/C2) and good English (B2+)
• Experience leading a team in a BPO/customer service role
• Strong leadership, coaching and performance management skills

Responsabilidades

• 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 objectives to the team
• Collaborate with Operations, Quality, Training and other departments to improve results
• Promote a positive, collaborative, high-performance team culture

Conhecimentos

Spanish (C1/C2)

English (B2+)

Leadership

Coaching

Customer service KPIs

CRM systems

People management

Ferramentas

CRM systems

Descrição da oferta de emprego

Workster is partnering with a leading international customer experience provider to recruit a Spanish-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 Spanish (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
• 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