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

> Batgroup · Lisbon, Portugal · Full-time · Posted 2026-09-25

**Workplace:** on_site

**Department:** Customer Experience

## Description

**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.**

## Apply

[Apply at Batgroup](https://apply.workable.com/batgroup/j/BA48622F2D/apply)

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