Italian Speaking Team Leader – Operations

About the role

The Italian Speaking Team Leader, Operations will supervise, motivate and develop a team of call‑center associates, ensuring that performance metrics and contractual KPIs are consistently met. This role requires strong leadership to drive excellence in customer service operations for Italian‑speaking customers.

Key responsibilities

• Supervise a team of 10‑15 call‑center associates on a daily basis.
• Coach and mentor team members weekly to achieve performance targets.
• Identify performance issues, create action plans and implement corrective measures.
• Conduct performance reviews, quality‑assurance monitoring and scorecard evaluations.
• Manage team scheduling, attendance, holidays, overtime and rota changes.
• Communicate expectations and provide updates through team meetings and other forums.
• Drive the team to meet set metrics and business goals.
• Act as Subject Matter Expert on call‑center processes and policies.
• Handle escalated customer queries and complaints.

Required profile

• Proven experience leading call‑center teams.
• Fluent in Italian (spoken and written).
• Strong leadership and people‑development skills.
• Ability to analyze performance data and implement improvements.

Required skills

What we offer

• Competitive industry salary.
• Comprehensive benefits package.
• People‑First culture with dedicated Total Rewards, Wellness, HR and Diversity departments.
• Inclusive work environment and opportunities for internal mobility.
• Professional growth and development at all career stages.