David Kennedy Recruitment is working with a leading Outsourcing/BPO company that is looking to recruit a Dutch speaking Team Leader to join their offices in Valencia.Position: Team LeaderLocation: Valencia, SpainEmployment type: Full-timeRemuneration: Base salary.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.
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
