Customer Care B2C Team Leader

About the role

We are looking for a Customer Care B2C Team Leader to support our call centre operations in Tirana. You will guide a team of agents, ensure high‑quality service, and help shape performance targets.

Key responsibilities

• Assist in setting individual performance targets.
• Answer staff questions, provide guidance and feedback.
• Anticipate escalations and take over calls when needed.
• Identify and implement process optimisations while keeping staff motivated.
• Report issues and updates to management.

Required profile

• Proven experience as a call‑centre supervisor or similar supervisory role.
• Fluent in Italian.
• Working knowledge of MS Office.
• Tech‑savvy with familiarity of telephone equipment and related computer programs.
• Ability to work under pressure.

Required skills

• MS Office
• Telephone equipment
• Computer programs

What we offer

• Permanent contract.
• Food allowance and pension fund.
• Company‑provided laptop and business mobile phone.
• Flexible working hours with smart‑working options.
• 24 extra paid leave days.
• Preferential banking products from Intesa Sanpaolo.
• Supplementary private health insurance and access to a company doctor.
• Flutter Sharesave Plan.
• Inclusive work environment with diversity & inclusion initiatives.
• Well‑being programs: online meditation, medical services, counseling.
• Continuous learning opportunities for soft and hard skills.
• Support for parents and new mothers, plus volunteering time during work hours.