Project Lead

Job description


You lead multiple CS teams to ensure upkeep and improvement of SLA, enabling our people and optimizing results. 

The job

We are looking for an experienced Project Lead to take on the day-to-day Customer Service operations for one of our clients in the video games and consumer electronics industries. You manage established CS teams and expand where needed. You bring people, processes and tools together in the best way possible, improving customer satisfaction and ensuring SLA. Can you make it happen? 

The Project Lead is responsible for upkeep and improvement of multiple projects, reporting to the Senior Project Lead. You provide regular reporting & feedback on the services delivered and implement changes where necessary, liaising closely with the Client Service Manager and supporting departments (such as L&D, HR, Recruitment). Can you balance optimal results with a people-driven approach in a scale up environment? 



  • Act as the main point of contact for clients for all operational matters
  • Reach Service Level (SL) & Key Performance Indicator (KPI) targets (quantitative & qualitative). You continuously strive to optimize the performance of your project(s) and closely monitor real-time performance on SLs and KPIs
  • Manage & coach the Team Lead(s) and Senior Agents; lead by example
  • Update clients on a regular basis about 5CA's support services through weekly meetings and monthly business reviews, provide feedback where needed
  • Pro-actively Identify bottlenecks which impact customer experience and/or agent efficiency and come up with improvements.

Job requirements

  • Minimum of 3 years in customer service, of which at least 1 year in a leadership role
  • Complete understanding of contact center KPI's
  • Able to work under pressure and deal with changes in a dynamic work environment
  • Empowering leadership style; you're a leader, not a boss
  • Well-developed people-management skills
  • Fluent in English
  • Previous experience with Zendesk is a big plus.


We offer

  • Market-standard salary with performance bonus
  • An international, dynamic and demanding environment
  • Ideal location right next to Utrecht Central Station (NL)
  • A fast-growing organization with ambitious A-level clients
  • An inspiring environment with young, brilliant and creative professionals.


We are 5CA. For the past 20 years, we've used our expertise to help our clients build their CX & support strategy. Thanks to our extensive Work From Home strategy, we're experiencing double digit growth. We are not your average contact center - we have no cubicles, and over 80% of our colleagues work remotely! 

5CA offers a fast-paced, dynamic workplace where every day is different, and developments take place in days, not months. Our culture is shaped by a spirited workforce, hailing from all corners of the globe. We all share a thirst for new and exciting technology and gaming as the binding factor. 5CA has a flat hierarchy, where you are encouraged to think big, dream big, and live up to your full potential. 



If you are excited about this opportunity, then hit that apply button! Tell us why you're the perfect match and how you are going to make it happen.


5CA is an equal opportunity employer

Our culture is shaped by a diverse and multicultural workforce, joining us from all corners of the globe, and we are committed to creating an inclusive environment. Naturally, we do not discriminate against any employee or job applicant because of color, race, religion, sexual orientation, gender, gender identity or expression, marital status, disability, genetics, or age.


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