About the job
Change is looking for a Team Leader Customer Service to support our project with Marktplaats in Rotterdam. This position suits either an experienced senior team leader or a motivated mid-level professional ready to step up. The role goes beyond day-to-day management: it calls for someone who can analyze, improve, and guide customer service operations to the next level.
What You Will Do
- Coach and Develop: Lead a team of fewer than 20 people. Support their growth, encourage development, and create a positive environment where team members can thrive.
- Drive Results: Set clear objectives and help the team understand how to meet them. Use insights and focused actions to maintain high standards and raise team performance.
- Manage Operations: Oversee daily operations, including scheduling, staffing, and performance tracking. Analyze workload and customer interactions on the Marktplaats platform to understand what drives results.
- Quality and Improvement: Use data and feedback to improve service quality. Run quality monitoring, coaching, and calibration sessions. Test new approaches and refine processes based on what works best.
- Lead Digital Transformation: Help the team adapt to new technologies and digital tools introduced with Marktplaats. Translate innovation into practical steps that improve both customer and employee experiences. Test new solutions and guide the team through change.
- Process Optimization: Analyze work processes and suggest improvements that deliver measurable outcomes for both Change and Marktplaats.
- Stakeholder Engagement: Work directly with clients and internal partners. Turn analysis into concrete proposals and lead improvement initiatives, bringing others along with your vision.
About Change
Change specializes in Customer Experience and operates from a vibrant location in Rotterdam. As part of a rapidly growing scale-up, the company values initiative and innovation. The team works in an informal, collaborative setting that encourages creativity and fresh ideas.
