Dutch-Speaking Team Leader Purpose of the Role The Dutch-Speaking Team Leader is responsible for leading and developing a high-performing, Dutch-speaking customer service team. The role focuses on creating a positive, performance-driven culture while ensuring operational excellence, continuous improvement, and alignment with organisational goals.---Key Responsibilities1. Team Leadership & People DevelopmentLead, coach, and develop Dutch-speaking agents to achieve high performanceDrive employee engagement, well-being, and retentionManage onboarding, training plans, and ongoing developmentConduct performance reviews, provide feedback, and address underperformanceHandle employee relations matters in line with company policiesMonitor attendance, absenteeism, and team morale 2. Operational Performance ManagementTransate business and client (Netherlands market) objectives into team actionsMonitor KPIs (quality, productivity, attendance, SLA delivery)Analyse team performance and implement improvement plansManage workforce planning inputs (staffing, overtime, scheduling alignment)Ensure adherence to processes, policies, and client requirements3. Stakeholder & Business AlignmentAct as key point of contact for Dutch market operationsProvide insights and recommendations to Operations ManagerAlign team outputs with broader business and client goalsMaintain clear communication with stakeholders and cross-functional team

4. Continuous Improvement

• Identify process gaps and inefficiencies
• Drive operational improvements and innovation
• Ensure changes are embedded and communicated effectively
• Use data and insights to enhance service delivery and team performance

5.Core Competencies

• Strong leadership and ability to inspire teams
• Excellent Dutch and English communication skills
• Analytical thinking and problem-solving
• Adaptability in a fast-paced BPO environment
• Strong execution and results-driven mindset
• Relationship building and stakeholder management

6.Success Measures

• Achievement of SLA/KPI targets
• Employee engagement and retention
• Quality and customer satisfaction scores
• Operational efficiency and productivity improvements