Job Title: Senior Customer Service Manager
The Team Leader, Operations is responsible for the day-to-day supervision of a group of call center associates. This position ensures performance metrics are achieved by providing adequate coaching, motivation and accountability.
Key Responsibilities:
* Supervise a team of call center associates, ensuring they meet performance metrics and maintain high-quality service delivery.
* Effectively coach direct reports on their performance to ensure they achieve targets.
* Identify performance-related issues, develop an action plan for improvement, and implement corrective action as needed.
* Communicate expectations to employees and provide timely updates.
* Provide subject matter expertise in handling escalated customer calls.
Required Skills and Qualifications:
To be successful in this role, you will need:
* Experience in IT Customer Support.
* Excellent communication skills, both written and verbal.
* Ability to lead a team and motivate individuals to achieve performance expectations.
* Strong organizational skills and ability to prioritize tasks effectively.
* Fluency in Italian and English (C1 level). German is considered a plus.
Career Level Description:
This role is responsible for receiving assignments in task-oriented terms and supervising subordinates to set priorities and complete assignments. Coordinates and supervises the daily activities of business or technical support team members. Handles single and medium-sized lines of business. Decisions are guided by policies, procedures, and business plans; receives guidance and oversight from manager. Drives direct reports to achieve set metrics and business goals through coaching, mentoring, and regular feedback.