Customer Operations Team Lead with Italian

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 performance reports;
• Create concise and impactful operational briefing decks for stakeholder meetings;
• Collaborate closely with end-market Team to ensure alignment on performance metrics, issue resolution, and continuous improvement initiatives;
• Collaborate with cross-functional teams (Supply Chain, Marketing, Finance, IT) to resolve systemic issues and improve processes;
• Conduct regular one-on-one and on-the-floor coaching sessions to build capability and engagement;
• Manage team schedules, attendance, and adherence to shift timings;
• Ensure adherence to quality, compliance, and data protection standards or regulatory guidelines;
• Utilize SAP and Salesforce to oversee case management, order flows, and performance metrics;
• Foster a positive, inclusive, and high-performing team culture;
• Identify opportunities for upselling and service enhancement through onboarding, agent training upskilling and coaching.

By joining this team, you will work on a rotational shift schedule 8 hours/day (Monday–Saturday), with shifts covering the 09:00 AM –21:00 PM (1 h break included) Romania Time.

During your first 6 to 12 months, you will work fully on-site from our Brasov office. After this stabilization period, you will transition to a hybrid working model.

Skills that make your work successful:

• Advanced English&Italian speaker (minim B2 Level);

• At least 3 years proven/relevant experience in leading customer support teams across multiple channels;

• Solid understanding of related technologies/tool used in the industry;

• Experience in supervisory or team lead role, with strong leadership, coaching, and mentoring skills;

• Excellent communication, interpersonal, and conflict-resolution skills;

• Ability to thrive in a fast-paced, target-driven environment;

• Any certification in customer service or leadership is a plus;

• Relationship builder who builds trust with any internal stakeholders;

• Good reporting skills;

• For some roles a Bachelo's degree is required.

Employee Benefits – Be well, work well, live well

Be at your physical best & take advantage of additional financial support:

• Flexible medical & dental subscription plan with Regina Maria;

• Nutrition counselling & Wellness subscriptions (7Card, Worldclass, SanoPass, or other providers);

• Benefit Online platform for gift vouchers, transportation passes, vacation, cultural activities and many others;

• Discount on Accenture shares through Employee Shares Purchase Plan;

• Referral bonus, depending on the career level of the job opening;

• Life insurance for you and your loved ones.

Follow your purpose:

• 23 vacation days with our loyalty scheme, granting additional days: 1 extra day after 2 years, another after 5 years, and an additional day every 3 years until reaching a total of 30 vacation days;

• Additional private pension plan, starting the second month of employment;

• Flexible working hours depending on project specifics;

• Access to a wide range of training and development opportunities;

• Communities of interest: sport, volunteering, and employees' resources groups (parents, mental health allies, Pride, disability, expats).

Care for you and your loved ones:

• Psychological and psychotherapy counselling support;

• Premium access to well-being apps (Calm and Wysa);

• Paid maternity or paternity leave;

• Children educational reimbursement;

• Support for adoption & psychological, financial and legal sessions for everyone in your household.

At the heart of change, there is a great human. Bring your ideas, ingenuity and passion and be part of our team!

About Accenture

Accenture is a leading global professional services company that helps the world’s leading businesses, governments and other organizations build their digital core, optimize their operations, accelerate revenue growth and enhance citizen services—creating tangible value at speed and scale. We are a talent- and innovation-led company with approximately 791,000 people serving clients in more than 120 countries. Technology is at the core of change today, and we are one of the world’s leaders in helping drive that change, with strong ecosystem relationships. We combine our strength in technology and leadership in cloud, data and AI with unmatched industry experience, functional expertise and global delivery capability. Our broad range of services, solutions and assets across Strategy & Consulting, Technology, Operations, Industry X and Song, together with our culture of shared success and commitment to creating 360° value, enable us to help our clients reinvent and build trusted, lasting relationships. We measure our success by the 360° value we create for our clients, each other, our shareholders, partners and communities.

Visit us at www.accenture.com 

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We believe that no one should be discriminated against because of their differences. All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, sexual orientation, gender identity or expression, marital status, citizenship status or any other basis as protected by applicable law. Our rich diversity makes us more innovative, more competitive, and more creative, which helps us better serve our clients and our communities.