Team Leader – Dutch & English (Call Center)

About the role

The Team Leader, Operations will supervise a group of call‑center associates, ensuring daily performance targets are met while providing coaching, motivation and accountability. This hybrid position requires fluency in Dutch and English and a strong focus on customer service quality.

Key responsibilities

• Supervise a team of call‑center agents, monitoring work and attendance in line with company policy and legal requirements.
• Coach associates regularly to achieve weekly performance metrics.
• Identify performance issues, develop improvement plans and implement corrective actions, up to termination.
• Ensure service delivery meets contractual KPIs and financial expectations.
• Communicate expectations, provide updates and lead team meetings.
• Handle escalated customer calls as a subject‑matter expert.
• Organise team activities and stay current on internal processes, policies and procedures.
• Participate in required manager development training and promote Concentrix values.

Required profile

• Fluent in Dutch (C1/C2) and English (C1/C2).
• Team‑leader experience is an advantage.
• Highly motivated with the ability to develop and coach team members.
• Strong communication skills, both written and verbal.
• Ability to work under pressure, multitask, prioritize and meet deadlines.
• Willingness to work a flexible schedule.

Required skills