Team Manager (Customer Services)

TL;DR

Team Manager (Customer Services): Managing and developing a high-performing customer service team for KLM with an accent on people coaching, operational performance, and process optimization. Focus on translating strategic goals into actionable plans, reducing absenteeism, and improving day-to-day team productivity.

Location: Hybrid (Partly home, partly office in Amsterdam Westerpark, Netherlands)

Salary: €22.00 – €31.50 per hour

Company

hirify.global is a proud subsidiary of KLM, providing 24/7 international customer contact in over 10 languages.

What you will do

• Coach and inspire team members to foster a supportive, high-performance culture.
• Facilitate onboarding and support continuous career development for new and existing colleagues.
• Translate organizational strategy into daily team plans and monitor performance via KPIs.
• Manage administrative tasks, including scheduling, overtime authorization, and HR system updates.
• Act as the primary link between the team and wider organizational stakeholders.
• Identify and implement process improvements to optimize operations and effectiveness.

Requirements

• HBO working and thinking level.
• At least 3 years of experience in call center people management or team coaching.
• Proven experience working with KPIs and a results-oriented mindset.
• Fluent communication in both Dutch and English.
• Strong sense of ownership, structure, and adaptability.

Culture & Benefits

• Hybrid working model with access to a renovated office in Amsterdam Westerpark.
• Strong focus on professional development through workshops and training opportunities.
• Regular social events, including an annual BBQ and quarterly drinks.
• Diverse and international work environment with colleagues from over 30 countries.