General Information

Location
Porto
Job ID
7739
Job Category
Operations
Language Requirement
Dutch, English

Description & requirements

Description
We’re CX fanatics, as passionate about our clients as their fans are. That’s why the world’s most-loved brands rely on us. Right now, we’re looking for a Team Leader to guide, inspire, and support our customer service representatives in delivering top-notch customer experiences. If you’re ready to lead a team of CX experts, we want you to join us!

Join us as a Team Leader!
As a Team Leader, you will be largely responsible and driving the many aspects of the business while working either in the capacity of a Manager, a Leader or a Coach. On a daily basis you are involved in impacting the positive coaching and development of your team, and driving the business operational needs. In this role, you will:
  • Lead, support and motivate your team of customer service agents to meet performance targets and deliver top-notch service;
  • Monitor and evaluate team performance, providing coaching and feedback to enhance individual and team growth;
  • Handle escalated customer inquiries, ensuring swift resolution and maintaining high standards of service;
  • Collaborate with other departments to improve processes, streamline workflows and enhance the overall customer experience;
  • Manage team schedules and ensure adequate coverage to meet customer demand;
  • Analyze performance data and create reports to drive continuous improvement;
  • Promote a positive team culture through regular communication, team-building activities and recognition.

What’s in it for you?
  • International and inclusive environment, that makes you feel supported, encouraged, and welcome from day one;
  • Continuous development through our internal learning platforms and external training;
  • Full-time contract with attractive salary and bonus system;
  • Paid training that will introduce you to the specifics of the job;
  • Employee Referral Program: Receive an additional bonus for every successful referral;
  • Additional benefits such as discounts at various retail store chains;
  • Modern and comfortable office and relaxing spaces to take a break.

What are we looking for:
  • Native or fluent in Dutch (C1 or plus);
  • Great spoken and written English skills (B2 or plus);
  • Ability to work fully onsite at our vibrant Porto office for the first 6 months, with a hybrid work model option available thereafter;
  • Strong communication and interpersonal skills;
  • Excellent problem-solving skills and attention to detail;
  • Ability to manage and motivate a team;
  • Proven experience in a leadership role within a customer service environment is a plus.
CLOSING DATE FOR APPLICATIONS IS MONDAY 8TH SEPTEMBER 2025
PLEASE INCLUDE YOUR CV IN ENGLISH


What is life like at Transcom?
At Transcom, we’re relentlessly committed. To our clients and each other. Every day, someone starts their journey with Transcom. Taking the potential they have today and turning it into skills for the future. Getting recognized for working hard, being a team player, and supporting others. Championing positive, lasting change in their teams and communities. That’s just how we are at Transcom. Here we care and root for each other. You’re included, just as you are, from day one. And with the right mindset, there’s no end to how far we can go together.