Team Leader EN
Gruppo multinazionale presente in diversi Paesi (Italia, Germania, UK, Croazia, Tunisia, Albania), che opera nel campo dei servizi tecnologico-digitali e di customer care, specializzata nella realizzazione di soluzioni di Contact Management.
Job overview
Coordinate and operationally manage the activities or areas assigned according to the quali -quantitative service level and the established processes.
Taking care of daily management, motivation and development of the resources entrusted in synergy with the Operations and HR areas.
Terms and conditions
• Full time contract
• Open to traveling and relocation
• Salary commensurate with the experience and knowledge higher than the reference market
Main activities
• Preside the hall and assist the operators
• Manage operational briefings and updates on the specific campaign
• Provide initial training and updating on products, services and applications
• Suggesting changes to be applied to the operational processes and for the development of the necessary supports
• Motivating the team entrusted in achieving excellent performance by encouraging teamwork
• Monitor and verify the knowledge acquired by individual operators
• Monitor the operational performance of the assigned team (quality and productivity)
• Reporting and monitoring compliance with contractual SLAs and service KPIs
Qualifications and skills
• Excellent leadership and interpersonal skills
• Good decision making and problem-solving skills
• Ability to manage and motivate staff within a team environment
• Ability to prioritize work and workloads across a team
• Excellent verbal and written communication skills
• Excellent/native knowledge of Italian language (C1 written and spoken)
• Excellent knowledge of English language (B2 written and spoken)
• Good knowledge and use of the main MS Office applications (word, excel) and e-mail
• Preferably related working experience, coming from international business contexts
