Customer Operations Team Lead with Italian

Your career is about what you want to be and who you want to be. It’s about bringing your skills, curiosity and best true self to work. In Accenture Operation s we rethink the way people work and businesses perform by harnessing the power of rich data for decision-making, innovative technology, and advanced machine intelligence. In an era where people are critical to success, join a team that prioritizes human ingenuity and fosters a workforce where technology elevates people (not the other way around), freeing them up for more creative thinking and exciting work. 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.

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–Friday and Tuesday–Saturday), with shifts covering the 08:00 AM –20:00 PM (1 h break included) Romania Time. During your first 6 to 12 months, you will work fully on-site from one of our offices in Bucharest or Iasi. 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