Social network you want to login/join with:col-narrow-leftClient:United Call CentersLocation:Job Category:Other-EU work permit required:Yescol-narrow-rightJob Reference:6332529274762821632337116Job Views:1Posted:08.06.2025Expiry Date:23.07.2025col-wideJob 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 ResponsibilitiesMonitor and manage agent attendance, performance, and behaviourTrack and coach agents on performance targets (AHT, productivity, QA)Set goals aligned with company objectives and communicate them clearlyConduct monthly one-on-one meetings and regular performance reviewsManage agent work schedules to ensure adequate coverageLead new starter and refresher trainings, including knowledge assessmentsMaintain and update training materials and Knowledge Base resourcesOversee daily performance monitoring for all supported markets (Call SLA, Email SLA, ABR, etc.)Immediately report any issues or incidents affecting service deliverySupport the Customer Success Manager with ad-hoc tasksOrganize workflows and delegate tasks efficientlyReceive and resolve complaints professionallyConduct and review QA audits and provide agent feedbackAssist with administrative tasks related to campaignsWhat We’re Looking ForProven experience in team leadership or customer service management in a call center environmentProfessional Italian and English language skillsStrong communication and coaching skillsAbility to handle multiple tasks and prioritize effectivelyExcellent organizational and problem-solving abilitiesFamiliarity with CRM tools and QA processes is a plusProactive attitude with the ability to work independently and as part of a teamCommitment to maintaining high service standards and complianceWhy Join Us?Work remotely and enjoy the flexibility of a self-employed contractManage your own schedule while leading a motivated teamCompetitive payOpportunity to develop your leadership skills and grow professionallyBe part of an innovative company that values autonomy and resultsReady to lead a successful team and make an impact? Apply today!
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