Reporting to the Operations Manager, the successful candidate will be responsible for leading and developing a team, ensuring service excellence and operational efficiency while supporting business objectives.

Description

• Leading, coaching, and developing a team of customer-facing professionals;
• Monitoring team performance against agreed KPIs and service standards;
• Driving employee engagement, motivation, and continuous development;
• Managing workload allocation and ensuring operational efficiency;
• Identifying process improvement opportunities and implementing best practices;
• Building strong relationships with internal stakeholders and supporting cross-functional collaboration;
• Handling escalated issues and ensuring timely resolution;
• Supporting change management initiatives and operational projects.

Profile

• Previous experience leading teams within Customer Service, Customer Operations, Shared Services, or similar environments;
• Fluency in Italian and English is mandatory;
• Strong people management and coaching skills;
• Excellent communication and stakeholder management abilities;
• Results-oriented mindset with a focus on continuous improvement;
• Ability to work effectively in a fast-paced and multicultural environment;
• Experience within a multinational company or Shared Services Centre is highly valued.

Job Offer

• Opportunity to join an international and growing organization;
• Leadership role with visibility across the business;
• Dynamic, collaborative, and multicultural working environment;
• Ongoing professional development and career progression opportunities;
• Competitive salary and benefits package.