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Customer Support Specialist Supervisor
TeleperformanceCustomer Support Specialist Supervisor leading a team in the tobacco industry. Monitor performance, drive improvement, and support employee development in Zagreb.
About the role
Key responsibilities & impact- Lead and support an existing team both professionally and disciplinarily
- Monitor team performance and be responsible for team success
- Drive continuous improvement to ensure goal achievement
- Motivate, develop, and support employees on a daily basis
- Optimize internal workflows in collaboration with project stakeholders
- Analyze performance metrics on a daily, weekly, and monthly basis
- Prepare and conduct daily pre-shift meetings, including KPI review and action planning
- Create project-specific reports for the client
- Provide real-time support during challenging customer interactions and handle escalated cases professionally and solution-oriented
- Collaborate with key contacts to identify issues and develop KPI action plans
- Ensure compliance with all Teleperformance policies; report violations to management
- Manage time tracking and attendance records
Requirements
What you’ll need- Experience in leading and motivating operational teams (not mandatory)
- 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
- Proficient in using performance metrics to manage and optimize team performance
- Solid knowledge of MS Office and relevant CRM and ticketing systems
- Structured, efficient, and committed working style with the ability to motivate a team
Benefits
Comp & perks- Professional development opportunities
- Equal opportunities for all applicants
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
Performance MetricsKPI DevelopmentTime Tracking ManagementAttendance Record Management
Soft Skills
Confident CommunicationMotivational SkillsDecision Making Under Pressure