Job description
Are you an experienced Slovenian-speaking professional with leadership skills and a passion for customer service?
We are seeking a Customer Support Supervisor to lead and support a team of representatives, ensuring top-tier service delivery and continuous improvement. This is your opportunity to drive results, mentor talent, and elevate the customer experience in a dynamic environment.
Responsibilities:
Supervise and mentor a team of customer support representatives to meet performance goals.
Track and analyse KPIs such as average handle time, customer satisfaction, and first-call resolution.
Provide regular coaching, feedback, and performance evaluations to team members
Manage scheduling adherence, shift coverage, and real-time team availability in collaboration with Workforce-Management (WFM).
Handle escalations and complex customer issues to ensure high satisfaction and resolution.
Conduct quality assurance through call monitoring and ensure compliance with company standards.
Collaborate cross-functionally with Quality, Training, and Operations teams to optimize processes.
Use data insights to identify trends and drive continuous improvement initiatives.
Native Slovenian language proficiency
Strong English communication skills, both written and verbal
Minimum 1 year of experience in a contact center role
Previous experience as a team lead or supervisor is a strong advantage
Strong communication, analytical, and coaching skills
Proficient in Microsoft Office (Excel, PowerPoint) and contact center tools (CRM, WFM)
Work from home
Competitive salary package
Monthly performance bonuses
Comprehensive training by certified instructors
Support for travel expenses (if applicable)
Multicultural work environment
