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French Team Leader in Lisbon

Lisbon , Portugal

Workster

Mandatory:

English Proficiency

French Mother tongue

Company

Workster

Employment type

Full time

Experience

Mid Level

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

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