Customer Support Specialist Supervisor

About the role

We are looking for a Customer Support Specialist Supervisor to lead an existing team in Zagreb. The role combines people management, performance monitoring and process optimisation to ensure high‑quality service for our client in the tobacco industry.

Key responsibilities

• Coach and motivate employees to meet quality standards and support professional development.
• Optimise internal workflows together with project stakeholders.
• Analyse daily, weekly and monthly performance metrics.
• Conduct pre‑shift meetings to review KPIs and plan actions.
• Prepare project‑specific reports for the client.
• Provide real‑time support during challenging customer interactions and handle escalated cases.
• Monitor contacts, give feedback, coach and train as needed.
• Ensure service‑level compliance and maximise team productivity to meet financial targets.
• Collaborate with key contacts to identify issues and develop KPI action plans.
• Maintain 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.

Required profile

• Experience leading and motivating operational teams (preferred but not mandatory).
• Confident communication skills in English (minimum C1), both written and spoken.
• Strong communication and conflict‑resolution abilities.
• Ability to prioritise tasks and make sound decisions under pressure.
• Proficiency in using performance metrics to manage and optimise team performance.
• Structured, efficient and committed working style with the ability to motivate a team.

Required skills

• MS Office
• CRM systems
• Ticketing systems

What we offer

• Opportunity to develop leadership skills in a dynamic call‑center environment.
• Competitive compensation package.