Spanish Speaking Team Leader in Lisbon

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.

This is an excellent opportunity for an experienced customer service professional ready to lead a team, improve operational performance, and create a positive working environment. You’ll coach and develop Customer Service Representatives while ensuring excellent service delivery, 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

• Ensure compliance with company policies, data protection requirements, and operational procedures

Your Qualifications

• Fluent Spanish

• 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

• Organised, 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

• Office-based position in Lisbon, Portugal

• Competitive remuneration package

• Stable full-time employment

• Professional onboarding and ongoing management training

• Career progression within an international organisation

• Dynamic and multicultural working environment

• Employee benefits and wellbeing initiatives

• Continuous learning and professional development opportunities

• Opportunity to lead and develop a customer service team in a global BPO environment