Job Description

Job Title:

Customer Support Team Leader (Italian Speaker)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.

Essential Functions/Core Responsibilities

• Lead, motivate, and support a team of customer support representatives to achieve performance and quality goals

• Monitor daily operations to ensure service levels, productivity, and customer satisfaction targets are met

• Provide regular coaching, feedback, and performance reviews to team members

• Analyze team performance metrics and identify opportunities for improvement

• Collaborate with internal stakeholders to improve processes, workflows, and customer experience

• Ensure compliance with company policies, procedures, and service standards

• Prepare and create WBRs and MBRs

• Foster a positive, collaborative, and results-driven team culture

Candidate Profile

• Fluency in English and Italian, both written and spoken

• Previous experience in customer support, customer service, or contact center operations

• Prior experience in a team leader, supervisor, or people management role; training and quality can also be considered.

• Strong leadership, coaching, and communication skills

• Ability to manage performance, motivate teams, and drive results

• Strong organizational skills and attention to detail

• Ability to work on-site in Athens office

INTERNAL ONY

Requirements

• 6 months in company with proven previous experience in targeted role OR 9 month in company

• KPI Performance above Teams Average in the last 6 months

• No disciplinary actions for the last 6 months

Location:

GRC Athens - Ilia Iliou 51

Language Requirements:

English (Required), Italian (Required)

Time Type:

Full time