Team Manager - Customer Service Dutch Market

Team Manager - Customer Service Dutch Market Surgo Cape Town, Western Cape, South Africa Full-Time Customer Service

Contract: 6 Months Cape Town Office-Based

We are currently recruiting for an experiencedTeam Managerto join a dynamic customer services environment supporting the Netherlands market. This role is ideal for a strong people leader with a passion for operational excellence, team development, and continuous improvement.

Role Overview
The Team Manager is responsible for building and leading a high-performing, people-focused team culture that drives quality, engagement, and results. You will play a key role in translating business objectives into actionable team plans, ensuring operational targets are consistently achieved while fostering a positive and productive work environment.

Key Responsibilities
1. People Management & Development
Lead, coach, and develop a team to achieve high performance and engagement
Manage onboarding, training plans, and continuous development initiatives
Promote employee well-being, reduce absenteeism, and maintain team morale
Conduct regular performance reviews and provide actionable feedback
Identify training needs and facilitate development interventions
Manage employee relations, including addressing concerns and ensuring policy adherence

2. Operational Management
Translate business strategies into clear team objectives and processes
Monitor and manage team performance against key operational targets
Analyse performance data and provide reporting to stakeholders
Oversee workforce planning, scheduling, and administrative processes
Take proactive decisions to optimise productivity and service delivery

3. Stakeholder & Organisational Alignment
Provide insights and recommendations to improve operational performance
Support the implementation of strategic initiatives
Maintain clear and transparent communication across teams and stakeholders
Act as a key point of contact for specific products, markets, or functions

4. Continuous Improvement
Monitor processes and identify areas for improvement
Analyse operational challenges and implement effective solutions
Ensure process changes are embedded and communicated effectively
Participate in improvement initiatives and projects
Key Competencies
Strong leadership and ability to inspire high performance
Excellent interpersonal and relationship-building skills
Adaptability in a fast-paced, changing environment
Strong analytical and problem-solving abilities
Results-driven with a focus on execution
High level of initiative and accountability
Effective communication skills across all levels

Requirements
Dutch language proficiency at C1 level (spoken and written) - essential
Proven experience in a Team Manager / Team Leader role within a customer services or BPO environment
Experience managing performance, KPIs, and operational targets
Strong people management and coaching experience
Exposure to international or Dutch-speaking markets advantageous

What's on Offer
Opportunity to work in an international customer services environment
Salary: R per month
Collaborative and performance-driven culture
Career growth and development opportunities
Working Hours:Willingness to work irregular shifts, including weekends (Operating hours: Mon-Sun, 07:00-22:00 NL time)

Important Information
Surgo (Pty) Ltd will consider all applications in terms of its Employment Equity (EE) and is committed to maintaining diversity in its appointments. Surgo (Pty) Ltd therefore also encourages people with disabilities and from other diverse backgrounds to apply.

Due to the high volume of applications, should you not receive feedback within three months of submission, please consider your application unsuccessful. We encourage you to reapply for future opportunities.

Surgo (Pty) Ltd does not charge any application fees.

Your CV will be kept on our database for future opportunities. Should you prefer that we do not retain your details, please contact:

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