Customer Support Supervisor

Summary

Join our team as a Customer Support Supervisor and lead a team of representatives, providing top-tier customer service in Slovenian. You will mentor and coach your team, track key performance indicators, and handle escalations. This role requires strong communication, analytical, and leadership skills. The position offers a competitive salary, monthly bonuses, comprehensive training, and the opportunity to work from home. Use data insights to drive continuous improvement initiatives and collaborate with other teams to optimize processes. We are looking for a native Slovenian speaker with strong English skills and at least one year of experience in a contact center.

Requirements

• Native Slovenian language proficiency
• Strong English communication skills, both written and verbal
• Minimum 1 year of experience in a contact center role
• Strong communication, analytical, and coaching skills
• Proficient in Microsoft Office (Excel, PowerPoint) and contact center tools (CRM, WFM)

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

Preferred Qualifications

Previous experience as a team lead or supervisor is a strong advantage

Benefits

• Work from home
• Competitive salary package
• Monthly performance bonuses
• Comprehensive training by certified instructors
• Support for travel expenses (if applicable)
• Multicultural work environment