Customer Support Specialist Supervisor

Teleperformance

Customer Support Specialist Supervisor leading a team in the tobacco industry. Monitor performance, drive improvement, and support employee development in Zagreb.

Posted 7/8/2026full-timeZagreb • 🇭🇷 CroatiaMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates strong leadership in managing operational teams, with a focus on performance optimization and continuous improvement. Proficient in analyzing performance metrics and ensuring compliance with organizational policies while effectively communicating and resolving conflicts.

Highest-signal resume keywords

Team LeadershipPerformance Metrics AnalysisConflict ResolutionKPI DevelopmentMS Office Proficiency

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Performance MetricsKPI DevelopmentTime Tracking ManagementAttendance Record Management

Soft Skills

Confident CommunicationMotivational SkillsDecision Making Under Pressure

Tools & Technologies

CRM SystemsTicketing Systems

Industry Keywords

Continuous ImprovementOperational TeamsComplianceCustomer Interaction Management

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