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Customer Support Specialist Supervisor
Teleperformance. Lead and support an existing team professionally and disciplinarily .
About the role
Key responsibilities & impact- Lead and support an existing team professionally and disciplinarily
- Monitor team performance and drive continuous improvement
- Motivate, develop, support, evaluate, and coach employees
- Optimize internal workflows with project stakeholders
- Analyze daily, weekly, and monthly performance metrics
- Prepare and conduct daily pre-shift meetings with KPI reviews and action planning
- Prepare project-specific client reports
- Conduct contact monitoring followed by feedback, coaching, and training
- Ensure service level compliance and maximize team productivity to meet financial targets
- Provide real-time support during challenging customer interactions and handle escalated cases
- Collaborate with key contacts to identify issues and develop KPI action plans
- Ensure compliance with Teleperformance policies and report violations
- Interact with WFM, QA, HR, Payroll, and other departments
- Manage time tracking and attendance records
- Exercise disciplinary leadership over the team
Requirements
What you’ll need- Confident communication skills in English (minimum C1), both written and spoken
- Strong communication and conflict resolution skills
- Ability to prioritize tasks and make sound decisions under pressure
- Ability to use performance metrics to manage and optimize team performance
- Solid knowledge of MS Office
- Knowledge of relevant CRM and ticketing systems
- Structured, efficient, and committed working style
- Ability to motivate a team
- Current CV and motivation letter required
Benefits
Comp & perks- Full-time employment
- On-site work model in Zagreb
- Professional development and career advancement opportunities
- Coaching, feedback, and training opportunities
- Equal employment opportunity and diversity inclusion