Dutch team leader

We are seeking a highly motivated and adaptable mid-level Operations Team Leader to manage inbound and outbound contact center campaigns for our key telecom and e-commerce clients. The ideal candidate will be fluent in Dutch, and French AND/OR English, possess strong people management skills, and be comfortable seamlessly transitioning between projects and supporting multiple campaigns as needed. This role requires a proactive, solutions-oriented individual with proven experience in team leadership, process optimization, and reporting.

Responsibilities:

- Lead and manage a team of customer care representatives handling inbound and outbound calls for telecom and e-commerce clients.
- Develop and implement strategies to optimize campaign performance, including call handling, conversion rates, and customer satisfaction.
- Create and analyze daily/weekly/monthly performance reports, identifying areas for improvement and implementing corrective actions.
- Streamline processes to maximize efficiency and productivity within the team.
- Provide coaching, training, and performance feedback to team members.
- Ensure adherence to client service level agreements (SLAs) and quality standards.
- Collaborate with other departments (e.g., sales, marketing) to ensure seamless integration of campaigns.
- Proactively identify and resolve operational challenges.
- Master and effectively utilize client-specific CRM systems.
- Maintain a positive and supportive team environment.
- Be readily available and flexible to support multiple programs and campaigns as needed.