Team Leader (Italian Market)

Reporting to the direct superior(s), the Team Leader will be responsible for the management of a team of agents of the project(s) assigned. Through monitoring and on the job coaching, the Team Leader will assist the agents in achieving quality, productivity, moderation, and attendance targets. The Team Leader will work as part of the management team striving to meet all SLA’s, targets and objectives through effective staff management. The Team Leader will provide operational, policy and technical support, where possible, to all agents as well as to other colleagues.

Why work with us?

• We are a dynamic and innovative company, and we seek candidates who have the same spirit
• You will be joining a company that values its employees and invests in their career
• You will work with a team of professionals who are available to help you navigate and grow.

Responsibilities

• Manage the day-to-day of the assigned project to ensure that Service Levels are consistently met or exceeded; 
• Identify and reduce the amount of errors made by the te
• Conduct monthly 1-2-1’s with agents to support their improvement and development;
• Coach all agents within the team to ensure that quality and productivity performance is optimised; 
• Maintain complete and comprehensive records of own team, including 1-2-1’s, development plans and coaching documents;
• Ensure all relevant documentation from coaching, review meetings and file notes are filed in a timely manner and regularly archived by forwarding older documents to HR;
• Compile reports on the performance of the assigned project to keep stakeholders and clients informed;
• Ensure that all staff related systems and resources are updated regularly; 
• Develop and maintain a strong relationship with clients;
• Effectively deal with all customer escalations to resolution in a timely manner; 
• Communicate information relevant to project, team and company to agents through regular briefings; 
• Ensure full compliance with legal notices and related legislation;
• Proactively report on any issues or concerns; 
• Offer suggestions on ways to improve the performance in a proactive manner; 
• Conduct interviews together with HR;
• Perform any other tasks as assigned by Management

Requirements

• Fluency in both English & Italian is required.
• Previous experience in Sales will be considered an asset
• Experience in a Leadership role is mandatory
• Excellent organizational and customer service skills.
• Candidates should ideally have basic knowledge and awareness about Information Security 
• Multi-tasking and time management skills to meet deadlines
• Ability to work under pressure, as well as great attention to detail, is crucial.