Customer Support Supervisor – Team Lead

About the role

We are looking for a Customer Support Specialist Supervisor to lead an existing team in Zagreb. You will be responsible for maintaining quality standards, driving continuous improvement, and ensuring the team meets its performance and financial targets.

Key responsibilities

• Coach and motivate employees to uphold quality standards and foster professional development.
• Optimize internal workflows together with project stakeholders.
• Analyze daily, weekly and monthly performance metrics.
• Conduct daily pre‑shift meetings with KPI review and action planning.
• Create project‑specific reports for the client.
• Monitor contacts, provide feedback, coaching and training as needed.
• Ensure service‑level compliance and maximize team productivity.
• Provide real‑time support during challenging customer interactions and handle escalated cases.
• 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 and exercise disciplinary leadership.

Required profile

• Confident communication skills in English (minimum C1), both written and spoken.
• Strong conflict‑resolution and decision‑making abilities under pressure.
• Experience using performance metrics to manage and optimise team performance.
• Structured, efficient working style with the ability to motivate a team.
• Leadership experience is a plus, but not mandatory.

Required skills

• Proficient use of MS Office.
• Experience with CRM systems.
• Familiarity with ticketing systems.