speakit is looking for a Slovenian Customer Support Supervisor to lead and support a team of Slovenian-speaking customer support representatives. You will be responsible for ensuring top-tier service delivery and driving continuous improvement through coaching, data analysis, and process optimization.
What You'll Do
- Supervise and mentor a team of customer support representatives to meet performance goals.
- Track and analyze 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.
What We're Looking For
- 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).
Nice to Have
- Previous experience as a team lead or supervisor is a strong advantage.
Technical Stack
- Microsoft Office (Excel, PowerPoint)
- Contact center tools (CRM, WFM)
Team & Environment
You will lead and support a team of customer support representatives.
Benefits & Compensation
- Work from home.
- Competitive salary package.
- Monthly performance bonuses.
- Comprehensive training by certified instructors.
- Support for travel expenses (if applicable).
- Multicultural work environment.
Work Mode
This is a global position.
speakit is an equal opportunity employer.
