Customer Support Specialist Supervisor (m/f/d)
TP Croatia d.o.o. · Zagreb
Plaća nije navedena u oglasu
O poslu
- Coach and motivate employees to ensure quality standards and foster professional development
- 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
- Support, motivate, evaluate, and develop the team to ensure continuous goal achievement
- Conduct regular contact monitoring followed by feedback, coaching, and training if needed
- Ensure service level compliance and maximize team productivity to meet financial targets
- 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 (e.g., security, HR, operations); report violations to management
- Interact with departments such as WFM, QA, HR, Payroll, etc.
- Manage time tracking and attendance records
- Exercise disciplinary leadership over your team
Uvjeti
- 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
- Leadership experience is a plus, but not mandatory
Nudimo
Then don’t miss your chance—apply now and take the next step in your career! All we need is your current CV and a motivation letter.
We wish you the best of luck!
- 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
- Support, motivate, evaluate, and develop the team to ensure continuous goal achievement
- Conduct regular contact monitoring followed by feedback, coaching, and training if needed
- Ensure service level compliance and maximize team productivity to meet financial targets
- 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 (e.g., security, HR, operations); report violations to management
- Interact with departments such as WFM, QA, HR, Payroll, etc.
- Manage time tracking and attendance records
- Exercise disciplinary leadership over your team
Uvjeti
- 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
- Leadership experience is a plus, but not mandatory
Nudimo
Then don’t miss your chance—apply now and take the next step in your career! All we need is your current CV and a motivation letter.
We wish you the best of luck!