Call Center Supervisor (Italian-speaking)

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

Descrizione del lavoro

Une entreprise dynamique et en pleine croissance recrute un Supervisor parlant italien pour diriger une équipe dans un centre d'appels basé à Palerme. Vous serez responsable de la performance des agents et de la gestion quotidienne des opérations, avec un engagement à maintenir des normes de service élevées. Ce poste offre la flexibilité d'un contrat indépendant et des opportunités de développement de compétences.

Servizi

Travail à distance avec flexibilité

Salaire compétitif

Opportunités de développement de compétences

Culture d'autonomie

Competenze

• Expérience en gestion d'équipe dans un environnement de centre d'appel.
• Compétences en italien et en anglais requises.
• Attitude proactive et capacité à travailler en autonomie.

Mansioni

• Surveiller et gérer la performance des agents.
• Former et coacher les agents sur les objectifs de performance.
• Gérer les horaires de travail et assurer une couverture adéquate.

Conoscenze

Gestion d'équipe

Compétences en communication

Résolution de problèmes

Capacité à prioriser

Organisation

Strumenti

Outils CRM

Processus QA

Descrizione del lavoro

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Call Center Supervisor (Italian-speaking), palermo

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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:

6332529274762821632337141

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!