Team Leader, Airline service

Location: Lisbon, Portugal (On-site)
Start Date: 20 October 2025
Languages: French (C2) + English (B2)
Contract: Permanent, with 180-day trial period
️Health Insurance: Provided from Day 1

Join Our Leadership Team in Lisbon!

Are you a passionate people leader who thrives in a fast-paced, multicultural environment? We're looking for a Team Leader, Operations to join our growing team in Lisbon. In this role, you'll lead a talented group of call center professionals, ensuring they deliver exceptional customer experiences while meeting key performance goals.
If you have proven experience managing teams in a Contact Center or BPO environment, this is your chance to make an impact, grow as a leader, and be part of an organization that values your voice, your ideas, and your drive.

Role Overview
As a Team Leader, you'll oversee the daily performance and motivation of your team of call center associates. You'll be responsible for achieving KPIs, driving quality, and fostering a supportive and high-performing culture through effective coaching and communication.
This is a hands-on leadership role where your ability to guide, inspire, and develop people will make the difference between good and great results.

Key Responsibilities

• Supervise the daily operations of a team of call center associates, ensuring adherence to schedules, attendance, and performance goals.
• Coach and mentor team members through regular 1:1 sessions and performance reviews.
• Monitor KPIs, identify performance gaps, and implement action plans to drive improvement.
• Manage escalated customer issues with empathy and professionalism, acting as the subject matter expert when needed.
• Lead team meetings to communicate updates, share best practices, and encourage collaboration.
• Ensure compliance with internal policies, procedures, and service-level agreements.
• Drive team engagement through motivation, recognition, and open communication.
• Support career growth and development of team members through personalized coaching and feedback.
• Promote company values by leading through example, creating a culture of respect, accountability, and excellence.

Candidate Profile

• Proven experience as a Team Leader in a Call Center or BPO environment (mandatory).
• Strong leadership, mentoring, and people management skills.
• Excellent communication and interpersonal abilities.
• Highly organized with the ability to multitask and prioritize effectively.
• Solution-oriented, resilient, and comfortable working under pressure.
• Proficient in French (C2) and English (B2).
• Willingness to work in 24/7 rotational shifts.
• Associates degree or higher in Business, Management, or related field (preferred).

Offer

• Permanent contract with a 180-day trial period.
• Base Salary: 1,208.55 EUR/ month.
• Performance Bonus: Up to 2,400 EUR annually
• Meal allowance.
• Health insurance from Day 1.

️ Relocation Package (for candidates from abroad)
We make your move to Lisbon easy:

• Airfare reimbursement up to 400 EUR (Economy class, after 6 months).
• Accommodation: Shared apartment for up to 12 months at 280 EUR/month (deducted from payslip, all utilities included).

Why You'll Love Working Here

• Lead a motivated, multilingual team in one of Europe's most vibrant cities.
• Work with global clients and gain exposure to international operations.
• Grow within a company that invests in your professional development.
• Be part of an inclusive, supportive, and dynamic environment where your leadership truly matters.

Ready to take the next step in your leadership journey?
Join us as a Team Leader, Operations in Lisbo,n where performance, people, and passion come together. Apply today!