Customer Support Specialist Supervisor (m/f/d)
Novi oglas

The Position:

We are looking for a new Supervisor (m/f/d) for our client in the tobacco industry. This is your chance to introduce yourself and show that you’re ready for the next level.

As a Supervisor (m/f/d), you will lead and support an existing team both professionally and disciplinarily. You will monitor team performance, be responsible for team success, and drive continuous improvement to ensure goal achievement. You will motivate, develop, and support your employees on a daily basis.

• Employment type: Full-time
• Work model: On-Site Only! (Zagreb)

Responsibilities:

• 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

Requirements:

• 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

Interested?

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!

Welcome to TP:

World market leader in digital business process outsourcing. With 500,000 employees worldwide, we provide unparalleled customer service and satisfied end customers in over 170 markets.
For our well-known clients from all industries, we answer customer inquiries in more than 300 languages.

Your Recruiting Team
TP Croatia

Teleperformance actively promotes equality among employees in many ways. Women will be given preference in the event of equal suitability, competence and professional performance, unless reasons relating to the person of a competitor predominate.
The same applies in particular to applications from severely disabled persons and people with equivalent status. We therefore emphatically welcome all applications regardless of disability, cultural and social background, age, religion, ideology or sexual identity.