Spanish Speaking Team Leader in Lisbon

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