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