Are you a resilient leader who thrives on bringing structure, stability, and energy to an operational team? Are you tired of the rigid, metric-obsessed BPO world and ready to take real ownership?
We are Batgroup, a Swiss scale-up with an in-house Customer Experience hub in Lisbon. We are not an outsourcing agency. When you join us, you work directly for our brand, leading a core team that directly supports our clients and dedicated cleaning professionals across the Swiss market.
We are looking for a firm, empathetic, and hands-on Operations Team Lead to stabilize, mentor, and grow our German-speaking team in Lisbon.
The Opportunity
As our Operations Team Lead (French-speaking), you will oversee our French-language operations dedicated exclusively to the Swiss market. You will inherit a fast-paced environment where complex logistics, shift planning, and ad-hoc problem-solving happen daily.
You won't just sit behind a dashboard managing abstract metrics, you will be on the floor at our Lisbon hub, actively managing attendance, optimizing daily dispatch schedules, coaching agents, and establishing a strong culture of accountability, trust, and Swiss-quality service.
Our Offer
- Stability & Trust: A permanent Portuguese employment contract from Day 1 with a competitive base salary and performance/target bonus structure.
- Comprehensive Benefits Package: Private health insurance, a monthly transportation allowance, and a daily meal allowance card.
- Prime Location: Our modern hub is located at Sete Rios, perfectly connected by train, metro and bus.
- Impact & Ownership: As a key leader in our Lisbon hub, you’ll ensure our standards are met daily while having the autonomy to identify gaps and refine our processes as we scale.
Your Mission
- Empower & Lead: You lead, coach and develop a multilingual team of agents, ensuring they have the tools and support to succeed. You aren't just a supervisor; you are a mentor.
- Drive Operational Excellence: You monitor ticket flows and scheduling, ensuring we always deliver Swiss-quality service. You use your analytical mindset to spot trends and suggest improvements.
- Be the Bridge: You act as the escalation point for complex cases, handling them with empathy and professionalism. You also coordinate with our remote senior management and HR/IT team.
- Optimize the Journey: You maintain our SOPs and knowledge base, ensuring our processes stay lean and effective as we grow.
- Scale the Team: Partner with Talent Acquisition to interview, onboard, and train new German-speaking customer service representatives as our Lisbon hub expands.
Requirements
- Language Skills: Native or fluent command of French (C2) with a strong professional command of English (C1).
- Leadership Experience: 2+ years of experience as a Team Lead or Supervisor in Customer Service, Logistics, Workforce Management, or Operations (BPO or in-house).
- Workforce Management: A firm, structured approach to attendance and performance management, you know how to enforce company policies fairly while maintaining strong team morale.
- Operational Resilience: Ability to stay calm under pressure, make fast decisions in dynamic environments and enjoy solving live dispatching puzzles without relying on rigid scripts.
- Presence & Proximity: A preference for being physically present on the office floor to foster culture, monitor floor sentiment and support agents in real-time.
- International Collaboration: Comfortable coordinating across remote stakeholders in Switzerland, Poland and Portugal.
Ready to lead with impact?
If you are ready to leave the call center world behind and help us build a stable, high-performing operations hub in Lisbon, we’d love to meet you.
Apply now and help us change the cleaning industry for good.
Live on Batgroup's board as of 23 Oct. We check it every day.
Apply on Workable ↗