Ad Interim Team Manager Customer Services The Netherlands

Are you a people-first leader with a passion for team development, performance, and continuous improvement? Do you thrive in a dynamic, international environment? Then this opportunity might be the perfect next step for you.

At Cygnific, we are looking for a Team Manager who is energised by coaching people, optimising processes, and fostering a culture of collaboration, quality, and growth. You’ll work within our KLM team with an environment where people matter, and impact is real.

What will you do?

As Team Manager, you are the driving force behind your team’s development, performance, and engagement. You build a high-performing and people-oriented culture by translating strategic goals into actionable plans, ensuring your team is aligned, motivated, and set up for success.

You act as a facilitator and a process improver — balancing people needs with business objectives. You’re closely involved in all aspects of team management: from onboarding and development to performance feedback. You proactively monitor results, spot improvement opportunities, and work closely with stakeholders to ensure a strong and sustainable operation.

People Management & Development

• You coach, develop and inspire your team members, creating a supportive and high-performance culture
• You facilitate smooth onboarding for new colleagues and support continuous (career) development
• You actively contribute to team well-being and engagement, reducing absenteeism and boosting morale
• You provide regular feedback and identify training or coaching needs
• You empower your team to take ownership and celebrate successes together
• You monitor attendance, handle absences, and manage employee relations in a fair and transparent way.

Operational Control

• You translate strategy into day-to-day team plans, ensuring clear goals and strong results
• You monitor and report on performance, and take timely actions to stay on track
• You manage administrative tasks such as scheduling, authorising overtime and updating HR systems
• You continuously improve procedures and encourage your team to think and act proactively.

Organisational Alignment

• You act as the key link between your team and the wider organisation, ensuring alignment with company goals
• You advise the Operations Manager and other stakeholders with valuable insights on performance and improvements
• You keep communication open and clear — your team always knows where they stand and how they contribute
• You are the go-to person for your specific product, market or activity.

Continuous Improvement

• You monitor processes and spot areas for improvement
• You make sure changes are embedded and communicated effectively
• You take a proactive role in improvement initiatives, sharing your knowledge and ideas
• You stay up to date in your field and apply new insights where relevant.

Where do you land?

Cygnific is a proud subsidiary of KLM. With an international team of colleagues from over 30 countries, we offer 24/7 customer contact in more than 10 languages – via phone, email, social media, and chat. We operate not only from the Netherlands, but also from the Philippines and Curaçao. Our mission? To make every interaction unforgettable.

We believe in teamwork, having fun, and challenging each other to reach your full potential. Diversity isn’t a trend for us, it’s the standard.

Your profile

• Hbo working and thinking level
• At least 3 years of experience in a (call centre) people management or team coaching role, preferably in a service-oriented environment
• A strong sense of ownership, structure and adaptability
• You’re results oriented, experience with KPIs is a must
• You’re proactive, hands-on, and always looking to support your team and improve how things are done
• You can switch easily between strategy, operations and people matters
• You communicate clearly, in both Dutch and English.

What do we offer

• An hourly rate between €22,00 and €30,00, depending on experience
• A hybrid working model – partly from home, partly from our beautifully renovated office in Amsterdam Westerpark
• Travel allowance (€0.19 per km, max. 50 km one-way) or full reimbursement for public transport with an NS Business Card
• €2.40 per day homeworking allowance
• Great focus on your development: workshops, training and growth opportunities
• Social events like the annual Cygnific BBQ, quarterly drinks and our legendary Cygnific Unlimited party.

For questions, please feel free to reach out to anna.mkrtchian@cygnific.com