Team Leader - Dutch - Valencia

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