French Team Leader in Lisbon

Lisbon,
Portugal

Mandatory
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 Role

  • Lead, motivate, and manage a team of French-speaking customer service agents
  • Monitor team performance and ensure achievement of key KPIs and SLAs
  • Provide regular feedback, performance reviews, and coaching sessions
  • Manage daily workflow and schedules to ensure optimal coverage and productivity
  • Collaborate with quality, training, and operations teams to drive continuous improvement
  • Act as the first point of escalation for agent or customer issues
  • Report on team performance, challenges, and progress to management
  • Promote a positive and inclusive team culture



REQUIREMENTS
  • Native or near-native level of French (C2) and a good command of English
  • Previous experience as a Team Leader or in a senior customer service role, preferably in a contact center environment
  • Strong leadership, organizational, and communication skills
  • Ability to analyze KPIs and implement action plans to drive improvement
  • Customer-oriented mindset and solution-driven approach
  • Experience in insurance or health-related services is an advantage
  • Resilient and comfortable working in a fast-paced, high-volume environment
OFFER
  • Competitive Salary
  • Full-time, on-site position at our Sete Rios office in Lisbon
  • Collaborative, international team culture
  • Daily meal allowance
  • Performance bonus potential after onboarding period
SKILLS
Team Leader
Team Leadership
Customer Service

ARE YOU THE PERFECT CANDIDATE?