Dutch & French Speaking Team Leader – Customer Experience

About the role

We are looking for an experienced Dutch‑ and French‑speaking professional to lead a team of Customer Service Representatives in a fast‑growing BPO operation. You will be responsible for coaching, performance monitoring and ensuring high‑quality service delivery while fostering a collaborative and results‑driven culture.

Key responsibilities

• 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.
• Handle escalated or complex customer cases and support agents as needed.
• Identify performance gaps and implement improvement plans.
• Manage daily operations, attendance, scheduling and workload distribution.
• Communicate operational updates, procedures and business objectives to the team.
• Collaborate with Operations, Quality, Training and other departments to drive results.
• Promote a positive, collaborative and high‑performance team culture.

Required profile

• Fluent Dutch and French (C1/C2) with good command of English (B2+).
• Previous experience as a Team Leader, Supervisor, Senior Agent or similar role in a BPO or customer service environment.
• Strong leadership, coaching and people‑management abilities.
• Good understanding of customer service KPIs and performance management.
• Excellent communication, problem‑solving and escalation handling skills.
• Organised, proactive and comfortable managing multiple priorities.

Required skills

• Experience with CRM systems.
• Experience with contact‑centre platforms.

What we offer

• Competitive remuneration package.
• Stable full‑time employment.
• Opportunity to lead and develop a customer service team.
• Professional onboarding and ongoing management training.
• Career progression within an international organization.
• Dynamic, multicultural working environment with employee wellbeing initiatives.
• Continuous learning and professional development opportunities.