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 Plus
- Italian language proficiency at C1 level.
- Strong leadership, communication, and interpersonal skills.
- Ability to manage performance and resolve conflicts effectively.
