Team Manager - Customer Service Dutch Market, Cape Town

Team Manager (Customer Services– Dutch Market) Contract: 6 Months | Cape Town | Office-Based

We are currently recruiting for an experienced Team Manager to 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

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.

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