Spanish Speaking Team Leader in Lisbon

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Job description

Workster is partnering with a leading international customer experience provider to recruit a Spanish-speaking Team Leader for a BPO operation based in Lisbon, Portugal.

This is an excellent opportunity for an experienced customer service professional ready to lead a team, improve operational performance, and create a positive working environment. You’ll coach and develop Customer Service Representatives while ensuring excellent service delivery, strong results, and consistent achievement of operational targets.

Your Role

  • Lead, motivate, and support a team of Customer Service Representatives

  • Monitor individual and team performance against KPIs, quality standards, and service targets

  • Provide regular coaching, feedback, and performance reviews

  • Support agents with escalated or complex customer cases

  • Identify performance gaps and create effective improvement plans

  • Manage daily operations, attendance, scheduling, and workload distribution

  • Communicate operational updates, procedures, and business objectives to the team

  • Work closely with Operations, Quality, Training, and other departments to improve results

  • Promote a positive, collaborative, and high-performance team culture

  • Ensure compliance with company policies, data protection requirements, and operational procedures

Your Qualifications

  • Fluent Spanish

  • Good command of English (B2 level or above)

  • Previous experience in a Team Leader, Supervisor, Senior Agent, or similar BPO/customer service role

  • Strong leadership, coaching, and people-management skills

  • Good understanding of customer service KPIs and performance management

  • Excellent communication and problem-solving abilities

  • Confident handling escalations and challenging situations

  • Organised, proactive, and comfortable managing multiple priorities

  • Strong computer skills and experience with CRM or contact centre systems

  • Ability to motivate others and lead by example

The Offer

  • Office-based position in Lisbon, Portugal

  • Competitive remuneration package

  • Stable full-time employment

  • Professional onboarding and ongoing management training

  • Career progression within an international organisation

  • Dynamic and multicultural working environment

  • Employee benefits and wellbeing initiatives

  • Continuous learning and professional development opportunities

  • Opportunity to lead and develop a customer service team in a global BPO environment