CS Italian Team Lead

Your job will be to:
*Supervise a team of 10 customer service representatives
*Manage daily operations including planning, assigning and directing work to ensure all service levels (SLAs) and key performance indicators (KPIs) are met
*Proactively manage the Order to Cash process; ensure order processing holds are addressed in a timely manner; proactively communicate product availability to customers
*Complete regular agent call quality performance evaluations
*Assist Customer Service Representatives in managing customer escalations to a solution or compromise
*Interview, hire, train, evaluate, coach and develop staff; reward and discipline employees
*Analyze operational processes, identify opportunities and implements changes for service delivery improvements; active involvement in projects to improve service levels.
*Liaise with other departments to resolve order status, product, production, delivery and billing inquiries
*Develop and document key process steps necessary to provide the required levels of service
*Communicate company goals, directives and policies; communicate updates to processes and procedures that change how customer inquiries are handled
*Provide reports to senior management

To be a good fit you need:
*Fluent in Italian and English
*3 years of experience as a team lead/people manager
*Experience in supervising Customer Service or Contact Centre teams
*Experience in a manufacturing company and/or in the medical device and/or pharma industry preferred
*Strong people management skills with proven ability to recruit, develop and lead a team in a fast-paced environment
*Proven experience identifying, planning and implementing processes to deliver strong operational efficiency with quality
*Passion for customers and delivering a world-class service experience

For your great work, you can expect:
*Salary up to €60,000
*Health and life insurance
*Pension
*Sick pay
*23 days of annual leave
*and more...