Italian Customer Support Team Leader

DK Global Recruitment is a multilingual recruitment agency, based in Dublin, Ireland. We specialize in finding European language-speaking jobs for job seekers in many European countries. With years of experience in the multilingual BPO sector. Our fully-trained expert recruiters help and advise job seekers throughout the recruitment process, and always treat the candidate as a high priority.

Our clients are highly-reputed companies with constant growth in the international market and we are pleased to find good employees for them. Thus, you should not hesitate to contact us regarding any kind of queries you have, related to jobs and career advice.

Responsibilities

Responsible for the day-to-day supervision of a group of call center associates including work and attendance monitoring in accordance with organization policy and applicable legal requirements
Effectively coach direct reports on their performance on a regular basis to ensure performance metrics are achieved at a minimum weekly
Identify performance related issues, develop an action plan for improvement, implement corrective action, up to and including termination of employment
Ensure service delivered to our customers meets contractual Key Performance Indicator (‘KPIs’) and financial expectations
Communicate expectations to employees and provide timely updates
Provide subject matter expertise in handling escalated customer calls as needed
Conduct Team Meetings to ensure expedient communication of relevant information and as an open forum for input. Schedule and organize team activities
Stay current on internal work processes, policies and procedures. Attend required manager development training
Promote the company's values through both behavior and attitude, including being an advocate for team members

Requirements

Experience managing a team within a call centre environment
Fluent Italian Required
Highly motivated individual with skills to develop and coach team members to achieve performance expectations
Work well under pressure and follow through on items to completion
Strong communication skills, both written and verbal
Ability to lead team in multi-tasking, prioritization, and meeting timelines on deliverables
Ability to mentor, coach and provide direction to a team of employees
Willingness to work a flexible schedule (Monday to Sunday, 7am to 9pm)

Benefits

Competitive Salary plus Performance-Based Bonus Scheme
20 days annual holiday + 9 statutory days entitlement
2 weeks of paid training provided
Career progression opportunities
Discount website with various offers against high street brands, holiday breaks and Dublin restaurants
Excellent company benefits including pension, life assurance, education allowance, discounts on gym
memberships, VHI medical plan and phone plan to name a few
Free parking and an on-site canteen

Why use Recruitment Agency

You will be contacted within 30 min of your application
You are given extra support in preparing for interviews
You have a contact person who gives you all the details of the job
You can ask for your application feedback anytime via email or phone
You don’t have to face the situation where company do not reply to you for days.
All our services to job seekers are free of charge

Experience managing a team within a call centre environment
Fluent Italian Required
Highly motivated individual with skills to develop and coach team members to achieve performance expectations
Work well under pressure and follow through on items to completion
Strong communication skills, both written and verbal
Ability to lead team in multi-tasking, prioritization, and meeting timelines on deliverables
Ability to mentor, coach and provide direction to a team of employees
Willingness to work a flexible schedule (Monday to Sunday, 7am to 9pm)

Competitive Salary plus Performance-Based Bonus Scheme
20 days annual holiday + 9 statutory days entitlement
2 weeks of paid training provided
Career progression opportunities
Discount website with various offers against high street brands, holiday breaks and Dublin restaurants
Excellent company benefits including pension, life assurance, education allowance, discounts on gym
memberships, VHI medical plan and phone plan to name a few
Free parking and an on-site canteen