Social network you want to login/join with:
col-narrow-left
Client:
United Call Centers
Location:
Job Category:
Other
-
EU work permit required:
Yes
col-narrow-right
Job Reference:
6332529274762821632337154
Job Views:
1
Posted:
08.06.2025
Expiry Date:
23.07.2025
col-wide
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!
#J-18808-Ljbffr