Requirements
Minimum six months of experience as a Team Leader in BPOs. Ability to work rotational shifts. Italian language proficiency at C1 level. Strong leadership, communication, and interpersonal skills. Ability to manage performance and resolve conflicts effectively. Hospitality Experience is a Plus.
Description
The Team Leader (Italian Account) is responsible for managing, supporting, and motivating a team to achieve performance targets while ensuring quality, productivity, and adherence to company policies. The role involves coaching, performance monitoring, and acting as a bridge between agents and management.Key Responsibilities:Lead, coach, and motivate a team (Italian Speakers) to meet and exceed performance KPIs.Monitor team performance, attendance, and productivity.Conduct regular coaching sessions, feedback meetings, and performance reviews.Ensure compliance with company policies, procedures, and operational guidelines.Support agents with escalations and daily operational challenges.Communicate updates, changes, and expectations clearly to the team.Identify training needs and coordinate with training and quality teams.Prepare and submit regular performance reports to management.Job Requirements:Minimum Six months of experience as a Team Leader in BPOs.Ability to work rotational shifts.Hospitality Experience is a PlusItalian language proficiency at C1 level.Strong leadership, communication, and interpersonal skills.Ability to manage performance and resolve conflicts effectively.