Operations Team Lead - German-speaking (In-House / Swiss Market)

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 (German-speaking), you will oversee our German-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 German (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.