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Dutch Team Leader - Lisbon

2023-11-21 Lisboa Call Center, Apoio Ao Cliente Ref: 241-001067-1

🌟 Exciting Career Opportunity in Lisbon: Dutch Team Leader 🌟
Are you ready to elevate your career and lead a dynamic team in the heart of Lisbon? We are thrilled to announce an exceptional opportunity for a talented individual to join us as the Dutch Team Leader!

🌈 Your Role: Dutch Team Leader

🌐 Team Operational Support and Leadership:
- Provide daily operational support to the team, covering resource planning, monitoring, and feedback.
- Team performance against service levels, implementing actions to achieve targets and fulfilling performance-reporting requirements.
- Answer telephone calls and effectively handle inquiries from both internal and external customers.

🤝 Guidance and Coaching:

- Act as a center of competence on processes, systems, and procedures, offering guidance to team members.
- Undertake appraisals utilizing peer input, assess skill requirements, and provide coaching to ensure the team meets required standards and targets.

🔍 Quality Management and Customer Satisfaction:
- Ensure best practices in process and quality are adhered to, aiming for the highest levels of customer satisfaction.
- Liaise with internal and external customers as required to address issues and escalations.

🔄 Performance Assessment and Improvement:
- Participate in country operational reviews, reporting and assessing performance, and addressing corrective actions for identified gaps.
- Maximize team and/or shift productivity through cost-effective practices and sound management, including timekeeping, restricted overtime, and optimizing people resources.

🌐 Global Consistency and Collaboration:
- Work with other GCC locations to ensure a consistent service is provided to customers globally.

👥 Workforce Management and Optimization:
- Collaborate with HR and E-workforce management teams to optimize ongoing headcount as per SLA requirements.

🔄 Continuous Improvement and Compliance:
- Implement a closed-loop quality management system, utilizing tools such as CSAT surveys, call monitoring, and internal auditing of key processes to validate agent compliance and drive continuous improvement.

🔍 What We're Looking For:
- Proficient in Dutch & English Language (mandatory).
- Previous coaching experience in systems and processes.
- Proven ability to consistently meet or exceed performance-related targets.
- Enought experience in interpreting and utilizing performance data.
- Familiarity with Customer account reviews and/or Country reviews.
- Experience in resource planning and exposure to a culturally diverse working environment.
- Project management experience and in managing third-party relations.
- Quick to interpret processes and adept at managing others in adapting and applying processes.
- Ability to identify resourcing needs and take action in a fast-moving environment.
- Proficient in identifying training requirements and strong coaching and counseling skills.

✈ What we offer:
- Base salary (x14) + Meal Allowance.
- Language bonus: 900€ (x12)
- Contract with the client.
- Work-life balance in the beautiful city of Lisbon.
- Professional growth in a dynamic and supportive environment
- Other benefits.

If you're ready to take on this exciting challenge, send your CV.

Be sure to showcase your leadership experience, language proficiency, and why you're the perfect fit for our Dutch Team Leader role.
Don't miss out on this incredible opportunity to shape the future of our Dutch-speaking team in Lisbon! Apply now and let's embark on this journey together. 🚀✨

Porque acreditamos no Talento sem etiquetas, estamos comprometidos com a não discriminação, promovendo a diversidade, a inclusão e a equidade no mercado de trabalho.
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