Team Leader – Italian & English Speaker

Job Title: Team Leader – Italian & English Speaker

Location: On-site – 6th of October City
Department: Customer Support
Experience Level: Minimum 3 Years in a Customer Support Leadership Role

Job Summary:

We are seeking an experienced and motivated Team Leader (Italian-English Bilingual) to manage our team of Italian-speaking customer support agents. The successful candidate will be responsible for leading day-to-day operations, ensuring service quality, monitoring performance metrics, and driving the team toward achieving company targets.

Key Responsibilities:

• Supervise and guide a team of Italian-speaking customer support agents, ensuring excellent service quality and adherence to performance goals.
• Monitor daily operations, including call/chat/email performance, customer satisfaction, and agent productivity.
• Conduct regular performance reviews, coaching sessions, and feedback meetings to maintain and improve team performance.
• Prepare and present accurate daily, weekly, and monthly reports on KPIs, productivity, and customer satisfaction metrics.
• Collaborate with management to develop and implement process improvements to enhance customer experience.
• Handle escalated customer issues in both Italian and English, ensuring prompt and professional resolution.
• Maintain a positive and motivating work environment that fosters teamwork, accountability, and continuous learning.
• Ensure the team meets or exceeds set targets and service-level agreements (SLAs).

Requirements:

• Fluent in Italian and English (both written and spoken).
• Minimum 3 years of experience as a Team Leader or Supervisor in a customer support or call center environment.
• Proven ability to manage, motivate, and develop team members.
• Strong analytical and reporting skills; proficiency with MS Excel or similar reporting tools.
• Excellent communication, problem-solving, and organizational abilities.
• Flexibility to work in a dynamic environment with shifting priorities.

Preferred Qualifications:

• Previous experience in a multilingual call center environment.
• Knowledge of CRM or contact center software (e.g., Zendesk, Freshdesk, Salesforce Service Cloud).

What We Offer:

• Competitive salary package.
• Professional development and growth opportunities.
• Supportive and multicultural work environment.

Job Type: Full-time

Pay: E£24,000.00 - E£27,500.00 per month