Call Center Supervisor (Italian-speaking)

JR Italy; Napoli; Remoto; EUR 30.000 - 45.000; Tempo pieno

Descrizione del lavoro

Une entreprise dynamique de services à la clientèle recherche un Superviseur parlant italien pour gérer une équipe d'agents. Ce rôle clé implique la supervision des performances, la formation et la garantie d'un environnement de travail positif. Avec un contrat flexible et des perspectives de développement professionnel, rejoignez-nous pour diriger une équipe réussie.

Servizi

Travail à distance

Gestion de votre propre emploi du temps

Salaire compétitif

Développement des compétences en leadership

Environnement innovant

Competenze

• Expérience prouvée en gestion d'équipe ou en service client dans un environnement de centre d'appels.
• Compétences professionnelles en italien et en anglais.
• Capacité à gérer plusieurs tâches et à prioriser efficacement.

Mansioni

• Surveiller et gérer la performance des agents.
• Conduire des formations et des évaluations de performance.
• Gérer les horaires de travail des agents pour assurer une couverture adéquate.

Conoscenze

Leadership

Communication

Organisation

Résolution de problèmes

Formation

Strumenti

Outils CRM

Descrizione del lavoro

Social network you want to login/join with:

Call Center Supervisor (Italian-speaking), napoli

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Client:

United Call Centers

Location:

Job Category:

Other

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EU work permit required:

Yes

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Job Reference:

633252927476282163233719

Job Views:

1

Posted:

08.06.2025

Expiry Date:

23.07.2025

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Job Description:

United Call Centers is a dynamic and fast-growing customer service company committed to delivering outstanding support to our clients worldwide. We are currently seeking a motivated Italian speaking Supervisor to join our team and lead our agents toward success by ensuring high performance, operational excellence, and a positive work environment.

As a Supervisor, you will report directly to the Customer Success Manager and play a key role in overseeing agent performance, daily operations, training, and coaching. You will ensure service targets are consistently met and foster a motivated, efficient, and compliant team.

Key Responsibilities

• Monitor and manage agent attendance, performance, and behaviour
• Track and coach agents on performance targets (AHT, productivity, QA)
• Set goals aligned with company objectives and communicate them clearly
• Conduct monthly one-on-one meetings and regular performance reviews
• Manage agent work schedules to ensure adequate coverage
• Lead new starter and refresher trainings, including knowledge assessments
• Maintain and update training materials and Knowledge Base resources
• Oversee daily performance monitoring for all supported markets (Call SLA, Email SLA, ABR, etc.)
• Immediately report any issues or incidents affecting service delivery
• Support the Customer Success Manager with ad-hoc tasks
• Organize workflows and delegate tasks efficiently
• Receive and resolve complaints professionally
• Conduct and review QA audits and provide agent feedback
• Assist with administrative tasks related to campaigns

What We’re Looking For

• Proven experience in team leadership or customer service management in a call center environment
• Professional Italian and English language skills
• Strong communication and coaching skills
• Ability to handle multiple tasks and prioritize effectively
• Excellent organizational and problem-solving abilities
• Familiarity with CRM tools and QA processes is a plus
• Proactive attitude with the ability to work independently and as part of a team
• Commitment to maintaining high service standards and compliance

Why Join Us?

• Work remotely and enjoy the flexibility of a self-employed contract
• Manage your own schedule while leading a motivated team
• Competitive pay
• Opportunity to develop your leadership skills and grow professionally
• Be part of an innovative company that values autonomy and results

Ready to lead a successful team and make an impact? Apply today!