French Team Leader in Lisbon

Job description:

Description

Workster is partnering with a global leader in customer experience and business process outsourcing to recruit a skilled Team Leader for the French-speaking team on a major insurance support project. This role is a great opportunity to lead and empower a dynamic contact center team delivering high-quality service for a prominent international client.As a Team Leader, you will be responsible for managing day-to-day operations, supporting and guiding a group of customer service agents, and ensuring performance targets and client expectations are consistently met.Your RoleLead, motivate, and manage a team of French-speaking customer service agentsMonitor team performance and ensure achievement of key KPIs and SLAsProvide regular feedback, performance reviews, and coaching sessionsManage daily workflow and schedules to ensure optimal coverage and productivityCollaborate with quality, training, and operations teams to drive continuous improvementAct as the first point of escalation for agent or customer issuesReport on team performance, challenges, and progress to managementPromote a positive and inclusive team culture

Requirements

Native or near-native level of French (C2) and a good command of EnglishPrevious experience as a Team Leader or in a senior customer service role, preferably in a contact center environmentStrong leadership, organizational, and communication skillsAbility to analyze KPIs and implement action plans to drive improvementCustomer-oriented mindset and solution-driven approachExperience in insurance or health-related services is an advantageResilient and comfortable working in a fast-paced, high-volume environment

Offer

Competitive SalaryFull-time, on-site position at our Sete Rios office in LisbonCollaborative, international team cultureDaily meal allowancePerformance bonus potential after onboarding period