Spanish Speaking Team Leader in Lisbon

About the role

We are looking for a Spanish‑speaking Team Leader to join a leading international customer experience provider in Lisbon. This role involves leading a group of Customer Service Representatives, ensuring high‑quality service delivery and achieving operational targets.

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.
• Assist agents with escalated or complex customer cases.
• Identify performance gaps and develop 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 improve results.
• Promote a positive, collaborative and high‑performance team culture.
• Ensure compliance with company policies, data protection requirements and operational procedures.

Required profile

• Fluent in Spanish.
• Good command of English (B2 level or above).
• Previous experience in customer service or team leadership.

Required skills