Slovenian Customer Support Supervisor - Remote

Overview

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.

In Short

• 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.

Requirements

• Proven experience in customer support and team supervision.
• Strong communication skills in Slovenian.
• Ability to analyse data and generate actionable insights.
• Experience with performance management and coaching.
• Familiarity with quality assurance practices.
• Excellent problem-solving skills.
• Ability to work collaboratively in a team environment.

Benefits

• Competitive salary and performance bonuses.
• Opportunities for professional growth and development.
• Dynamic and supportive work environment.
• Health and wellness benefits.
• Flexible work arrangements.