Customer Support Team Leader (Italian Speaker)

Job Title

Customer Support Team Leader (Italian Speaker)

Job Description

The Team Leader, Operations is responsible for the day-to-day supervision of a group of call center associates. This position ensures performance metrics are achieved by providing adequate coaching, motivation and accountability.

Essential Functions/Core Responsibilities

• Lead, motivate, and support a team of customer support representatives to achieve performance and quality goals
• Monitor daily operations to ensure service levels, productivity, and customer satisfaction targets are met
• Provide regular coaching, feedback, and performance reviews to team members
• Analyze team performance metrics and identify opportunities for improvement
• Collaborate with internal stakeholders to improve processes, workflows, and customer experience
• Ensure compliance with company policies, procedures, and service standards
• Prepare and create WBRs and MBRs
• Foster a positive, collaborative, and results-driven team culture
  
  

Candidate Profile

• Fluency in English and Italian, both written and spoken
• Previous experience in customer support, customer service, or contact center operations
• Prior experience in a team leader, supervisor, or people management role; training and quality can also be considered.
• Strong leadership, coaching, and communication skills
• Ability to manage performance, motivate teams, and drive results
• Strong organizational skills and attention to detail
• Ability to work on-site in Athens office
  
  

INTERNAL ONY

Requirements

• 6 months in company with proven previous experience in targeted role OR 9 month in company
• KPI Performance above Teams Average in the last 6 months
• No disciplinary actions for the last 6 months