Customer Operations Team Lead with Italian
Accenture — Brasov
Posted 2026-10-28
Role summary: We are looking for a talented individual to oversee a Team of Agents providing multi-channel customer support (inbound, outbound, email, chat, social media, SMS & online review). The role ensures service excellence, team engagement, and operational performance aligned with KPIs. The Team Lead acts as a coach, mentor, and problem-solver — supporting agents in complaint handling, order and return processing, and customer satisfaction improvement. This position requires strong background in call centre operations, effective leadership, analytical thinking and cross-functional collaboration. Client is constantly evolving; there is potential to grow with us in the engagement centre or to other areas of the company. How you’ll make an impact: Lead, motivate, and coach a team of contact centre agents to achieve performance targets and service excellence; Monitor and manage day-to-day operations across all communication channels; Support agents in handling complex complaints, escalations, and sensitive consumer cases for a timely resolution; Review team and individual performance data, identify trends, and drive continuous improvement; Prepare and present daily/weekly/monthly