Our company delivers exceptional recruitment services on a global scale, presenting an innovative approach that connects candidates and clients seamlessly.
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 Leader
Location : Valencia, Spain
Employment type : Full-time
Remuneration : 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
* Guidance and tools to reach career potential
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