Team Manager - Customer Service Dutch Market

Team Manager (Customer Services – Dutch Market)

Contract: 6 Months |Cape Town | Office-Based

We are currently recruiting for an experienced Team Manager to join a dynamic customer services environment supporting the Netherlands market. This role is ideal for a strong people leader with a passion for operational excellence, team development, and continuous improvement.

Role Overview

The Team Manager is responsible for building and leading a high-performing, people-focused team culture that drives quality, engagement, and results. You will play a key role in translating business objectives into actionable team plans, ensuring operational targets are consistently achieved while fostering a positive and productive work environment.

Key Responsibilities

1. People Management & Development

• Lead, coach, and develop a team to achieve high performance and engagement
• Manage onboarding, training plans, and continuous development initiatives
• Promote employee well-being, reduce absenteeism, and maintain team morale
• Conduct regular performance reviews and provide actionable feedback
• Identify training needs and facilitate development interventions
• Manage employee relations, including addressing concerns and ensuring policy adherence

2. Operational Management

• Translate business strategies into clear team objectives and processes
• Monitor and manage team performance against key operational targets
• Analyse performance data and provide reporting to stakeholders
• Oversee workforce planning, scheduling, and administrative processes
• Take proactive decisions to optimise productivity and service delivery

3. Stakeholder & Organisational Alignment

• Provide insights and recommendations to improve operational performance
• Support the implementation of strategic initiatives
• Maintain clear and transparent communication across teams and stakeholders
• Act as a key point of contact for specific products, markets, or functions

4. Continuous Improvement

• Monitor processes and identify areas for improvement
• Analyse operational challenges and implement effective solutions
• Ensure process changes are embedded and communicated effectively
• Participate in improvement initiatives and projects

Key Competencies

• Strong leadership and ability to inspire high performance
• Excellent interpersonal and relationship-building skills
• Adaptability in a fast-paced, changing environment
• Strong analytical and problem-solving abilities
• Results-driven with a focus on execution
• High level of initiative and accountability
• Effective communication skills across all levels

Requirements

• Dutch language proficiency at C1 level (spoken and written) – essential
• Proven experience in a Team Manager / Team Leader role within a customer services or BPO environment
• Experience managing performance, KPIs, and operational targets
• Strong people management and coaching experience
• Exposure to international or Dutch-speaking markets advantageous

What's on Offer

• Opportunity to work in an international customer services environment
• Collaborative and performance-driven culture
• Career growth and development opportunities

• Working Hours: Willingness to work irregular shifts, including weekends (Operating hours: Mon–Sun, 07:00–22:00 NL time)

Important Information

Surgo (Pty) Ltd will consider all applications in terms of its Employment Equity (EE) and is committed to maintaining diversity in its appointments. Surgo (Pty) Ltd therefore also encourages people with disabilities and from other diverse backgrounds to apply.

Due to the high volume of applications, should you not receive feedback within three months of submission, please consider your application unsuccessful. We encourage you to reapply for future opportunities.

Please note that as a registered member of APSO, Surgo (Pty) Ltd does not charge any application fees.

Your CV will be kept on our database for future opportunities. Should you prefer that we do not retain your details, please contact: [email protected]