Italian Team Leader

TaskUs

The Italian Speaking Team Leader, Operations is responsible for the day-to-day supervision, motivation, and development of a team of call center associates to ensure performance metrics and contractual Key Performance Indicators (KPIs) are consistently achieved. This role requires strong leadership to drive excellence in customer service operations.

Key Responsibilities

• Provide day-to-day supervision of a group of call center associates, managing a team of at least 10 to 15 Teammates.
• Effectively coach and mentor direct reports on their performance on a regular basis (minimum weekly) to ensure performance metrics are achieved.
• Identify performance-related issues, develop action plans for improvement, and implement corrective action when necessary.
• Run performance reviews, Quality Assurance (QA) monitors, and scorecard reviews.
• Manage team scheduling, including monitoring work and attendance, and handling holidays, overtime, and rota changes.
• Communicate expectations to employees and provide timely updates through team meetings and other forums.
• Drive direct reports to achieve set metrics and business goals.

Operational and Customer Support

• Act as a Subject Matter Expert (SME) on call center processes and policies.
• Handle escalated customer queries, complaints, and complex problems, providing subject matter expertise as needed.
• Prepare and create Weekly Business Reviews (WBRs) and Monthly Business Reviews (MBRs).
• Stay current on internal work processes, policies, and procedures.
• Champion feedback and continuous improvement processes.
• Collaborate with cross-functional teams, acting as a key link between Customer Experience (CX), Product, and Tech teams.
• Support onboarding and training initiatives for new and existing staff.

Required Qualifications & Skills

• Exceptional leadership and people management experience.
• Strong communication skills, both written and verbal, and the ability to influence priorities.
• Proficiency in CRM tools (e.g., ZenDesk).
• Computer literate and proficient in Windows OS and Apple OS X.
• Strong coaching mindset and ability to mentor team members.
• Organized, adaptable, and comfortable managing multiple priorities.
• Ability to work well under pressure and follow through on items to completion.