Customer Operations Team Lead with Italian

Why this job matters

Role summary:

We are looking for a talented individual to oversee a Team of Agents providing multi-channel customer support (inbound, outbound, email, chat, social media, SMS & online review). The role ensures service excellence, team engagement, and operational performance aligned with KPIs. The Team Lead acts as a coach, mentor, and problem-solver — supporting agents in complaint handling, order and return processing, and customer satisfaction improvement.

This position requires strong background in call centre operations, effective leadership, analytical thinking and cross-functional collaboration. Client is constantly evolving; there is potential to grow with us in the engagement centre or to other areas of the company.

How you’ll make an impact:

• Lead, motivate, and coach a team of contact centre agents to achieve performance targets and service excellence;
• Monitor and manage day-to-day operations across all communication channels;
• Support agents in handling complex complaints, escalations, and sensitive consumer cases for a timely resolution;
• Review team and individual performance data, identify trends, and drive continuous improvement;
• Prepare and present daily/weekly/monthly performance reports;
• Create concise and impactful operational briefing decks for stakeholder meetings;
• Collaborate closely with end-market Team to ensure alignment on performance metrics, issue resolution, and continuous improvement initiatives;
• Collaborate with cross-functional teams (Supply Chain, Marketing, Finance, IT) to resolve systemic issues and improve processes;
• Conduct regular one-on-one and on-the-floor coaching sessions to build capability and engagement;
• Manage team schedules, attendance, and adherence to shift timings;
• Ensure adherence to quality, compliance, and data protection standards or regulatory guidelines;
• Utilize SAP and Salesforce to oversee case management, order flows, and performance metrics;
• Foster a positive, inclusive, and high-performing team culture;
• Identify opportunities for upselling and service enhancement through onboarding, agent training upskilling and coaching.

Job Skills/Competencies Required

Skills that make your work successful:

• Advanced English&Italian speaker (minim B2 Level);
• At least 3 years proven/relevant experience in leading customer support teams across multiple channels;
• Solid understanding of related technologies/tool used in the industry;
• Experience in supervisory or team lead role, with strong leadership, coaching, and mentoring skills;
• Excellent communication, interpersonal, and conflict-resolution skills;
• Ability to thrive in a fast-paced, target-driven environment;
• Any certification in customer service or leadership is a plus;
• Relationship builder who builds trust with any internal stakeholders;
• Good reporting skills;