Italian Customer Service Team Manager – Casablanca

About the role

We are looking for an experienced Italian Customer Service Team Manager to lead our multilingual contact‑center team in Casablanca. You will be responsible for driving performance, ensuring high‑quality service, and fostering a collaborative environment for Italian‑speaking agents.

Key responsibilities

• Lead, coach and motivate an Italian‑speaking customer service team to meet operational and quality targets.
• Monitor daily performance metrics such as productivity, service levels, SLA, AHT, CSAT and FCR.
• Analyse KPI data, identify trends and implement improvement plans.
• Conduct performance reviews, one‑on‑one coaching sessions and regular team meetings.
• Develop action plans to boost efficiency, quality and employee engagement.
• Collaborate with Operations, QA, Training and Workforce Management to optimise overall performance.
• Handle escalated customer issues and ensure timely resolution.
• Support recruitment, onboarding and development of new team members.

Required profile

• Minimum 3 years managing customer service teams.
• At least 5 years in contact‑center or customer‑service operations.
• Fluent in Italian and English (spoken and written).
• Strong leadership, communication and coaching abilities.
• Data‑driven mindset with solid analytical skills.
• Experience in an international BPO or contact‑center environment is a plus.

Required skills

• Proficiency with CRM systems.
• Experience using reporting tools for performance analysis.

What we offer

• Competitive salary of 15,000–25,000 MAD per month, including performance bonus.
• International, multicultural working environment.
• Career growth opportunities and professional development.
• Leadership training and the chance to build a high‑performing multilingual team.