Dutch Speaking Team Leader for Valencia
- Valencia
- Permanente
- Tiempo completo
- Lead, mentor, and develop a team of 17-20 customer support agents to ensure high performance and professional growth
- Take full ownership of critical performance metrics such as SLA adherence, Net Promoter Score (NPS), Average Handle Time (AHT)
- Monitor and analyze team performance, providing timely feedback, coaching, and support to achieve and exceed KPIs
- Track, report, and communicate performance insights and action plans to the Operational Lead
- Encourage a culture of continuous learning and development within the team
- Ensure adherence to relevant laws, regulations, and internal quality standards
- Collaborate closely with the traffic team to align staffing with operational needs
- Manage relationships with internal and external stakeholders across functions to ensure seamless customer experience and alignment of goals
- Reporting to Operational Lead
- What we expect.
- +1 year proven experience leading customer support or service teams of similar size
- Strong focus on SLA and KPI-driven performance management
- Excellent coaching, communication, and leadership skills
- Proactive, customer-focused approach to resolving issues and identifying structural improvements
- Data-driven mindset with the ability to analyze metrics and implement improvements
- Passion for customer service and team development
- Ability to thrive in a fast-paced, dynamic environment
- Familiarity with call center software and technology is a strong plus
- The extras youll love.