Job Title: Team Lead – Customer Support (Ita'lian)
Location: Ahmedabad
Experience Required: 3+ Years
Salary Budget: ₹10–11 LPA
Shift: Rotational Shifts
Job Summary:
We are looking for an experienced and dynamic Team Lead – Ita'lian Customer Service to manage a team of customer support executives handling Ita'lian-speaking customers. The ideal candidate should have strong people management skills, excellent communication in Ita'lian and English, and experience driving team performance in a customer service / BPO environment.
Key Responsibilities:
- Lead, manage, and motivate a team of customer service associates handling Ita'lian customer queries.
- Monitor daily operations, productivity, attendance, and adherence.
- Ensure achievement of KPIs such as CSAT, Quality, AHT, SLA, and productivity targets.
- Handle escalations and provide timely resolutions to customers.
- Conduct regular team huddles, coaching sessions, and performance reviews.
- Prepare MIS reports and share performance updates with management.
- Train and mentor new hires and support ongoing development of team members.
- Coordinate with internal stakeholders for process improvements.
- Maintain high levels of customer satisfaction and service quality.
Required Skills:
- Fluency in Ita'lian (written & verbal) is mandatory.
- Good command of English communication.
- Minimum 3+ years of experience in Customer Service / Customer Support / BPO.
