Customer Operations Team Leader with Italian

Customer Operations Team Leader with Italian Join a leading business process solutions company where your expertise drives real impact through integrated services and large-scale projects. Apply Here We usually respond within three days Job description: Lead, motivate, and coach a team of Customer Support Agents to meet performance targets and service excellence standards; Oversee day-to-day operations across phone, email, chat, social media, SMS, and online reviews; Support agents with complex complaints, escalations, orders, returns, and sensitive customer cases; Analyze performance data, identify trends, and drive continuous improvement; Prepare and present daily, weekly, and monthly performance reports; Build concise, impactful briefing decks for stakeholder meetings; Partner with end-market and cross-functional teams to resolve issues and improve processes; Run regular coaching sessions — one-on-one and on-the-floor — to build capability and engagement; Manage schedules, attendance, and shift adherence across the team; Ensure compliance with quality, data protection, and regulatory standards; Use SAP and Salesforce to manage cases, orders, and performance metrics; Foster an inclusive, high-performing team culture; Drive upselling and service improvement through onboarding, training, and upskilling. Qualifications: Advanced English & Italian speaker, minimum B2 level; Minimum 3 years of experience leading customer support teams across multiple channels; Solid understanding of the tools and technologies used in the industry; Proven supervisory or Team Lead experience, with strong leadership, coaching, and mentoring skills; Excellent communication, interpersonal, and conflict-resolution skills; Ability to thrive in a fast-paced, target-driven environment; Strong relationship builder, able to establish trust with internal stakeholders; Solid reporting skills; Certification in customer service or leadership is a plus; Department BPO/SSC Role Customer Service Representative Locations Bucharest, Iași Remote status Hybrid About Sales Consulting As a leading provider of Human Resources consulting services in Transylvania, we deliver regional coverage and specialized expertise across four core areas: recruitment and selection, personnel leasing, assessment centers and HR consultancy. With a strong and consistent presence on the Romanian market, we continue to consolidate our position through a strategic commitment to continuous improvement and alignment with evolving business needs. Our success is founded on the professionalism of our services, the multidisciplinary capabilities of our consulting team, and the long-standing partnerships we maintain with clients who rely on our support in navigating complex HR challenges. We collaborate with organizations across a broad range of industries, including IT&C, automotive, outsourcing, pharmaceutical, banking, FMCG and others, building sustainable, long-term relationships that contribute to their organizational growth. Guided by the principles of client orientation, teamwork, flexibility, excellence, dedication, and responsibility, we remain focused on delivering measurable value and consistently high-quality services to our partners.