Call Center Supervisor (Italian-Speaking)

Buscojobs; Puglia; Remoto; EUR 25.000 - 40.000; Tempo pieno

Descrizione del lavoro

Une entreprise dynamique recherche un superviseur parlant italien pour diriger une équipe d'agents dans un environnement de centre d'appels. Vous serez responsable de la performance des agents, de la formation et de la gestion des opérations quotidiennes. Ce poste offre la flexibilité d'un travail à distance avec une opportunité de développement professionnel.

Servizi

Travail à distance

Horaires flexibles

Rémunération compétitive

Développement de compétences en leadership

Environnement innovant

Competenze

• Expérience prouvée en leadership d'équipe ou gestion du service client.
• Compétences linguistiques professionnelles en italien et anglais.
• Capacité à gérer plusieurs tâches et prioriser efficacement.

Mansioni

• Surveiller et gérer l'assiduité, la performance et le comportement des agents.
• Conduire des formations pour les nouveaux employés et des mises à jour.
• Gérer les plannings de travail des agents pour assurer une couverture adéquate.

Conoscenze

Leadership

Communication

Coaching

Problem-solving

Organizational skills

Strumenti

CRM tools

Descrizione del lavoro

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Client : United Call Centers

Location : Job Category :

Other

EU work permit required :

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Job Reference :

6332529274762821632337152

Job Views : 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!

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