Spanish-speaking Team Leader - Elevate CX & Coaching

Workster Jobs; Lisboa; Presencial; EUR 28 000 - 36 000; Tempo integral

Resumo da oferta

Workster is partnering with a leading international customer experience provider to recruit a Spanish-speaking Team Leader for a BPO operation based in Lisbon, Portugal. You will lead a team of Customer Service Representatives, coach them, and ensure delivery of targets.

The role offers a stable full-time position in Lisbon with professional onboarding and opportunities to progress in an international organisation. Fluency in Spanish and English required, and strong leadership is essential.

Qualificações

• Fluent Spanish language required.
• Good command of English (B2 or higher).
• Experience as Team Leader or similar in BPO/customer service.
• Strong leadership, coaching, and people-management skills.
• Solid understanding of customer service KPIs and performance management.
• Excellent communication and problem-solving abilities.
• Ability to manage escalations and multiple priorities.

Responsabilidades

• Lead, motivate, and support a team of Customer Service Representatives
• Monitor performance against KPIs, quality standards, and service targets
• Provide 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 and objectives to the team
• Collaborate with Operations, Quality, Training and others to improve results
• Promote a positive, high-performance team culture
• Ensure compliance with policies, data protection, and procedures

Conhecimentos

Fluent Spanish

English Proficiency

Team Leadership

People Management

KPI Management

Communication Skills

Problem Solving

Multitasking

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 based in Lisbon, Portugal. You will lead a team of Customer Service Representatives, coach them, and ensure delivery of targets.

The role offers a stable full-time position in Lisbon with professional onboarding and opportunities to progress in an international organisation. Fluency in Spanish and English required, and strong leadership is essential.