Team Leader Customer Expert Team

• You have at least a completed MBO-4 education with HBO working and thinking level.

• You have at least 3 years of leadership experience.

• Experience in a customer contact center or service-oriented environment is a plus.

• You are analytically strong and know how to translate KPIs into concrete actions.

• You bring a strong personality and an open mind.

• You work in a coaching and connecting manner and know how to get teams in motion.

• You are organizationally sensitive and know how to take the right actions to ensure a pleasant working atmosphere.

• You work result-oriented, structured, and take ownership.

• Resilience, solution-oriented thinking, and curiosity are characteristics that suit you well.

• A dynamic working environment with short communication lines and an informal culture;

• A starting salary between € 3,515 and € 4,240 gross per month (based on 40 hours), depending on experience;

• In the event of good company results, an annual bonus worth one month's salary;

• Travel allowance (€ 0.25 per km) or an NS Business Card with full public transport reimbursement;

• Home office allowance;

• An attractive pension scheme with a low employee contribution;

• At least 26 vacation days based on a 40-hour work week, with the possibility to use public holidays flexibly;

• Various secondary employment benefits such as discounts on sports memberships via Bedrijfsfitness NL, a bicycle lease plan, and caregiver leave;

• The opportunity to do volunteer work for a charity during working hours;

• An inspiring working environment, a friendly team, and a daily catered lunch.

As Team Lead CET, you will lead a team of approximately 15 employees. As the primary point of contact, you are daily responsible for a smoothly running operation and for stimulating optimal collaboration within your teams.

You are visible on the work floor, manage based on performance, and motivate and stimulate employees in customer-oriented working. In doing so, you ensure a pleasant and energetic working environment in which employees can perform optimally. You work together in a team of fellow Team Leads, Quality Coaches, and Trafficers.

• You ensure the daily operational management and guidance of one or more Customer Expert Teams (CET);

• You monitor and proactively manage the performance of your teams based on KPIs;

• You identify bottlenecks and initiate improvement plans to optimize performance and customer satisfaction;

• You are responsible for the recruitment of employees in your team as well as the guidance of development and absenteeism

• You work together with the Quality Coaches, Trafficers, and other departments to ensure quality and improve processes;

• You are the first point of contact for the Customer Experts and facilitate the resolution of complex issues and complaints

• You participate in and/or actively contribute to improvement projects within Customer Operations and the organization