Call Center Supervisor (Italian-speaking)

United Call Centers is a dynamic and fast-growing customer service company committed to delivering outstanding support to our clients worldwide. We are currently seeking a motivated Italian speaking Supervisor to join our team and lead our agents toward success by ensuring high performance, operational excellence, and a positive work environment.

As a Supervisor, you will report directly to the Customer Success Manager and play a key role in overseeing agent performance, daily operations, training, and coaching. You will ensure service targets are consistently met and foster a motivated, efficient, and compliant team.

Key Responsibilities

• Monitor and manage agent attendance, performance, and behaviour
• Track and coach agents on performance targets (AHT, productivity, QA)
• Set goals aligned with company objectives and communicate them clearly
• Conduct monthly one-on-one meetings and regular performance reviews
• Manage agent work schedules to ensure adequate coverage
• Lead new starter and refresher trainings, including knowledge assessments
• Maintain and update training materials and Knowledge Base resources
• Oversee daily performance monitoring for all supported markets (Call SLA, Email SLA, ABR, etc.)
• Immediately report any issues or incidents affecting service delivery
• Support the Customer Success Manager with ad-hoc tasks
• Organize workflows and delegate tasks efficiently
• Receive and resolve complaints professionally
• Maintain accurate timekeeping
• Conduct and review QA audits and provide agent feedback
• Assist with administrative tasks related to campaigns

What We’re Looking For

• Proven experience in team leadership or customer service management in a call center environment
• Professional Italian and English language skills
• Strong communication and coaching skills
• Ability to handle multiple tasks and prioritize effectively
• Excellent organizational and problem-solving abilities
• Familiarity with CRM tools and QA processes is a plus
• Proactive attitude with the ability to work independently and as part of a team
• Commitment to maintaining high service standards and compliance

Why Join Us?

• Work remotely and enjoy the flexibility of a self-employed contract
• Manage your own schedule while leading a motivated team
• Competitive pay
• Opportunity to develop your leadership skills and grow professionally
• Be part of an innovative company that values autonomy and results

Ready to lead a successful team and make an impact? Apply today!