Responsibilities
- Oversee daily operations and performance of customer service agents, ensuring adherence to established KPIs
- Support leadership with special assignments and cross-functional initiatives as needed
- Work closely with operations colleagues to maintain cohesive workflows and achieve shared objectives
- Conduct regular individual meetings with team members to review service quality, efficiency, and feedback
- Engage in hiring, training, and onboarding activities when necessary
- Guide and assist team members in resolving customer inquiries and support tickets effectively
- Track agent performance metrics and ensure alignment with team and company targets
- Manage shift planning, accounting for availability, time off, and business needs to maintain coverage
Work Arrangement
Remote — Zagreb
Team
Team size under 10, operating as a local unit
Other
- Fluency in both Croatian and English, spoken and written, is required
- Standard working days are Monday through Friday
- Option to work from home is available
