Our client is a leading outsourcing company with one of the highest rates of customer satisfaction. For their newest team and project in retail, we are looking for supportive and experienced

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Customer Service Team Lead with Serbian

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Main Responsibilities:

• Analyze the performance of a customer support team, including monitoring attendance and performance;
• Oversee the workload, schedules, and workflows to ensure all SLAs and KPIs are consistently met;

• Mentor, motivate the team to meet and exceed their performance goals;

• Identifying performance gaps and implementing improvement plans, including disciplinary actions;

• Act as the main point of contact for escalated customer issues, ensuring a satisfactory resolution;
• Conduct regular team meetings to share updates, encourage open communication, and coordinate team-building activities.

The Client Offers:

• Competitive remuneration;
• Bonus system, related to the team's SLAs and KPIs

• Rotational working schedule;
• Modern office near public transport;

• Bonuses for special personal events;

• Luxury health insurance package;

• Multisport card;
• Monthly transport allowance;
• Corporate discounts in various retail chains and restaurants;
• Access to upskilling platform and external courses;
• Reward and recognition program;
• Referral program;

• Real chances to develop professionally in a multinational company;
• Relocation package if needed.

Job Requirements:

• Native Serbian
• Excellent level of English;

• Prior experience in people management, preferably in an outsourcing company;

• Goal-oriented, with a strong ability to coach and develop team members to reach performance targets;

• Excellent interpersonal and communication skills;

• Skilled in leading teams through multitasking, setting priorities, and meeting tight deadlines.

Apply and you will get the full broad information about your possibilities with HRS Bulgaria!

All applications will be treated strictly confidential.

Only short-listed candidates will be contacted.