Dutch-speaking Team Leader – BPO (Lisbon)

About the role

We are looking for a Dutch-speaking Team Leader to manage a multicultural BPO team in Lisbon. The role involves coaching advisors, monitoring performance, and ensuring high service quality to meet operational and customer-satisfaction targets.

Key responsibilities

• Lead, motivate and support a team of Dutch-speaking customer service advisors.
• Provide regular coaching, feedback and guidance to improve performance.
• Monitor KPIs, quality results, attendance and customer-satisfaction metrics.
• Ensure service level, productivity, quality and experience targets are met.
• Support advisors with complex enquiries, complaints and escalated cases.
• Conduct team briefings, one-to-one meetings, performance reviews and development discussions.
• Identify training needs and coordinate targeted development activities.
• Enforce company procedures, client requirements, data-protection policies and quality standards.
• Analyse operational reports and create improvement plans.
• Communicate process updates, campaign information and business changes.
• Collaborate with operations, training, QA and workforce management teams.
• Promote a positive, collaborative, customer-focused environment.
• Prepare regular reports for management and stakeholders.

Required profile

• Fluent in Dutch (spoken and written) and very good English.
• Proven experience in team leadership or people management within a BPO, contact centre or customer-service environment.
• Demonstrated ability to manage performance, quality and customer-satisfaction targets.
• Strong knowledge of customer-service processes and contact-centre operations.
• Experience in coaching, mentoring and delivering constructive feedback.
• Excellent communication, organisational and interpersonal skills.
• Confident handling escalations and supporting advisors in challenging situations.
• Strong analytical and problem-solving abilities with data interpretation.
• Ability to make decisions, prioritise tasks and stay calm in a fast-paced environment.
• Proactive, reliable and solution-oriented mindset.
• Ability to work independently and as part of an international, multicultural team.
• Willingness to work rotational shifts, including weekends, as required.
• Availability to work on-site or in a hybrid setup in Lisbon.

Required skills

• Proficiency with Microsoft Office.
• Experience using customer-service platforms.
• Familiarity with workforce-management systems.