Slovenian Customer Support Supervisor

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.

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.
  

Requirements

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

Benefits

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