Employer: ATM.SA Purpose of the Role The Dutch-Speaking Team Leader is responsible for leading and developing a high-performing, Dutch-speaking customer service team. The role focuses on creating a positive, performance-driven culture while ensuring operational excellence, continuous improvement, and alignment with organisational goals. Key Responsibilities 1. Team Leadership & People Development * Lead, coach, and develop Dutch-speaking agents to achieve high performance * Drive employee engagement, well-being, and retention * Manage onboarding, training plans, and ongoing development * Conduct performance reviews, provide feedback, and address underperformance * Handle employee relations matters in line with company policies * Monitor attendance, absenteeism, and team morale 2. Operational Performance Management * Transate business and client (Netherlands market) objectives into team actions * Monitor KPIs (quality, productivity, attendance, SLA delivery) * Analyse team performance and implement improvement plans * Manage workforce planning inputs (staffing, overtime, scheduling alignment) * Ensure adherence to processes, policies, and client requirements 3. Stakeholder & Business Alignment * Act as key point of contact for Dutch market operations * Provide insights and recommendations to Operations Manager * Align team outputs with broader business and client goals * Maintain clear communication with stakeholders and cross-functional team