Position: Team Leader

Location: Valencia, Spain

Employment type: Full-time

DUTIES AND RESPONSIBILITIES:

- Lead, mentor, and develop a team of 30 support professionals, fostering both high performance and career growth.

- Take full responsibility for key performance metrics, including service level adherence, customer satisfaction, and efficiency indicators.

- Monitor and assess team performance, delivering constructive feedback, coaching, and guidance to meet and surpass targets.

- Prepare and present performance reports, insights, and improvement plans to senior leadership.

- Promote a culture of continuous learning, skill enhancement, and professional development within the team.

- Ensure compliance with all applicable policies, regulations, and quality standards.

- Coordinate with workforce planning or scheduling teams to align resources with operational demands.

- Build and maintain strong relationships with cross-functional teams and external partners to deliver a seamless customer experience and ensure alignment on objectives.

REQUIREMENTS:

- Native in Dutch (C2), both oral and written. Fluent in English (at least B2 level)





- Minimum 1 year of proven experience leading customer support or service teams of comparable size. (BPO industry)

- Demonstrated ability to manage performance using service level agreements (SLAs) and key performance indicators (KPIs).

- Strong leadership, coaching, and communication skills.

- Proactive, customer-oriented mindset with the ability to resolve issues and identify opportunities for process improvement.

- Analytical and data-driven approach to evaluating performance and implementing enhancements.

- Genuine enthusiasm for customer service excellence and team growth.

- Ability to perform effectively in a fast-paced, evolving environment.

- Familiarity with customer service platforms, call center tools, or related technologies is an advantage.

BENEFITS:

- Excellent remuneration package based on experience, skills and performance

- Health insurance

- Free lunch

- Spanish lessons

- Bootcamp twice a week

- Drinks every Friday

- Be part of a dynamic and creative team with positive and friendly atmosphere

- Guidance and tools to reach career potential

📌 Team Leader - Dutch - Valencia
🏢 Importante empresa
📍 Valencia