We are looking for a Call Center Coordinator with Italian/German and English/Spanish for our client, a leader in the travel industry and a part of one of the strongest companies in the sector globally. Availability to work in night shifts, excellent command of Italian or German and English or Spanish and an experience of 2 years in a similar position are mandatory for this position. The Call Center Supervisor will lead a multicultural team of 20 people, including agents and two team leads ensuring operational effectiveness whilst meeting department KPIs and objectives. The CS Supervisor is committed to continually delivering great new ways to help our Team Leads and Customer Service Representatives to succeed. This position will work directly with our Europe brands with an eye towards helping our organization achieve operational excellence. Key responsibilities: -Manage facilities, Team Leads and Customer Service Specialists ensuring resource is used effectively and responsibly. Execute WFM schedules in line with departmental policies in a timely manner -Closely coordinate with Team Leads and Management pertaining to support service levels and customer experience, and take appropriate actions to correct when needed -Proactively communicate with CS Manager regarding work flow, staffing issues and performance, customer experience items -Act as an information source for agents' questions pertaining to process, policy and work schedules -Carry out performance measurement Quality Audits, CSAT scores-feedback, general monitoring, and evaluation of all agents and operators to improve the teams' efficiency. Provide feedback to CSRs and Team Leads in 1:1 -Take incoming inquiries over the phone and email about products and services from owners, agencies, and travelers to maintain subject matter expertise and support service level goals -Resolve escalated customer complaints and questions within required timeframe; assist team with de-escalation of calls in real time as needed -Communicate solutions, successes, and opportunities to the Manager of customer support -Coordinate training for new hires and existing staff, participate in the delivery of training -To demonstrate a commitment towards your own continuous personal development, attend training sessions as required and support and encourage Team Lead and CSRs personal development and training -Supervisor must be available to cover all hours of business operation and coordinate with the Manager and other leads as point of contact to ensure continuous and full support -Inspire and motivate agents, lead by example -Encourage good team morale -Special projects as designated by management