Italian Team Leader

About TaskUs: TaskUs is a provider of outsourced digital services and next-generation customer experience to fast-growing technology companies, helping its clients represent, protect and grow their brands. Leveraging a cloud-based infrastructure, TaskUs serves clients in the fastest-growing sectors, including social media, e-commerce, gaming, streaming media, food delivery, ride-sharing, HiTech, FinTech, and HealthTech.

The People First culture at TaskUs has enabled the company to expand its workforce to approximately 45,000 employees globally. Presently, we have a presence in twenty-three locations across twelve countries, which include the Philippines, India, and the United States.

It started with one ridiculously good idea to create a different breed of Business Processing Outsourcing (BPO)! We at TaskUs understand that achieving growth for our partners requires a culture of constant motion, exploring new technologies, being ready to handle any challenge at a moment's notice, and mastering consistency in an ever-changing world.

What We Offer:At TaskUs, we prioritize our employees' well-being by offering competitive industry salaries and comprehensive benefits packages. Our commitment to a People First culture is reflected in the various departments we have established, including Total Rewards, Wellness, HR, and Diversity. We take pride in our inclusive environment and positive impact on the community. Moreover, we actively encourage internal mobility and professional growth at all stages of an employee's career within TaskUs. Join our team today and experience firsthand our dedication to supporting People First.

Job Summary

The Italian Speaking Team Leader, Operations is responsible for the day-to-day supervision, motivation, and development of a team of call center associates to ensure performance metrics and contractual Key Performance Indicators (KPIs) are consistently achieved. This role requires strong leadership to drive excellence in customer service operations.

Key Responsibilities

Team Leadership & Performance Management

• Provide day-to-day supervision of a group of call center associates, managing a team of at least 10 to 15 Teammates.
• Effectively coach and mentor direct reports on their performance on a regular basis (minimum weekly) to ensure performance metrics are achieved.
• Identify performance-related issues, develop action plans for improvement, and implement corrective action when necessary.
• Run performance reviews, Quality Assurance (QA) monitors, and scorecard reviews.
• Manage team scheduling, including monitoring work and attendance, and handling holidays, overtime, and rota changes.
• Communicate expectations to employees and provide timely updates through team meetings and other forums.
• Drive direct reports to achieve set metrics and business goals.

Operational and Customer Support

• Act as a Subject Matter Expert (SME) on call center processes and policies.
• Handle escalated customer queries, complaints, and complex problems, providing subject matter expertise as needed.
• Prepare and create Weekly Business Reviews (WBRs) and Monthly Business Reviews (MBRs).
• Stay current on internal work processes, policies, and procedures.
• Champion feedback and continuous improvement processes.
• Collaborate with cross-functional teams, acting as a key link between Customer Experience (CX), Product, and Tech teams.
• Support onboarding and training initiatives for new and existing staff.

Required Qualifications & Skills

Experience and Education

• At least one year of relevant Team Leader experience managing direct reports in a customer support role within an outsourcing or similar company is preferred.
• Previous experience working in phone, email, and live chat customer support roles.
• Associate's degree in a related field with two to four years of relevant experience preferred.

Language Proficiency

• Fluent (Native or C1 level) Italian written and spoken.
• High proficiency (B1 or B2 level) in English is required.

Technical and Soft Skills

• Exceptional leadership and people management experience.
• Strong communication skills, both written and verbal, and the ability to influence priorities.
• Proficiency in CRM tools (e.g., ZenDesk).
• Computer literate and proficient in Windows OS and Apple OS X.
• Strong coaching mindset and ability to mentor team members.
• Organized, adaptable, and comfortable managing multiple priorities.
• Ability to work well under pressure and follow through on items to completion.

How We Partner To Protect You: TaskUs will neither solicit money from you during your application process nor require any form of payment in order to proceed with your application. Kindly ensure that you are always in communication with only authorized recruiters of TaskUs.

DEI: In TaskUs we believe that innovation and higher performance are brought by people from all walks of life. We welcome applicants of different backgrounds, demographics, and circumstances. Inclusive and equitable practices are our responsibility as a business. TaskUs is committed to providing equal access to opportunities. If you need reasonable accommodations in any part of the hiring process, please let us know.

We invite you to explore all TaskUs career opportunities and apply through the provided URL https://www.taskus.com/careers/.