Team Lead - Customer Support Agent
Short Description
Manpower SEE is a leading provider of innovative workforce solutions, delivering comprehensive staffing and human resources services to help clients thrive in today's dynamic labor market. On behalf of one of our clients, a consulting and outsourcing company operating in the business process outsourcing (BPO) and customer experience services industry, we are looking for a Customer Support Team Lead with German to support and manage a newly established customer support team in Kosovo.
Description
The role involves leading daily operations, coaching agents, monitoring performance, and ensuring that service quality and operational targets are consistently met within a professional contact center environment.Key Responsibilities
- Lead, support, and motivate a team of Customer Support Agents
- Monitor individual and team performance, KPIs, and service quality
- Provide ongoing coaching, feedback, and performance guidance
- Act as the main point of contact between agents and management
- Support onboarding and training of new team members
- Ensure adherence to operational procedures, schedules, and quality standards
- Handle escalations and support agents with complex customer cases
Requirements
Requirements
- German language proficiency at C1 level (spoken and written)
- Previous experience in a Team Lead, Supervisor, or similar leadership role
- Experience in a call center, customer support, or contact center environment
- Strong leadership, communication, and organizational skills
- Ability to manage rotating shifts and team schedules
- Problem-solving mindset and a high level of responsibility
Offer
Working Schedule
- Monday – Friday: 07:00 – 20:00 (rotating shifts)
- Saturday: 08:00 – 18:00 (rotation basis)
- Sunday: Off
- Structured onboarding and training
- Stable, long-term project in an international BPO environment
- Professional working environment and team support
- Opportunity to grow within a structured customer experience organization
