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.

Qualifications:

• Mid-level experience in contact center operations, specifically managing inbound and outbound campaigns within the telecom or e-commerce industries.
• Fluent in Dutch, French, and English (written and verbal).
• Proven experience in team leadership, including coaching, mentoring, and performance management.
• Strong analytical skills and experience creating and interpreting performance reports.
• Proficiency in process improvement methodologies and techniques.
• Experience with CRM systems (willingness to learn new systems is a must).
• Excellent communication, interpersonal, and problem-solving skills.
• Ability to work independently and as part of a team.
• Demonstrated ability to adapt to changing priorities and support multiple projects simultaneously.

Bonus Points:

• Experience with People Management, Appointment setting
• Experience in a fast-paced, high-volume environment.
• Process improvement