Jobs Serbia

Service Desk Supervisor (Entry-level Employee)

Job Title	Service Desk Supervisor (Entry-level Employee)
Employer	Fat Joe
Adress: Country	Serbia
Address: City	Palic
Work type	Remote
Expected Salary	115797 RSD
Posting Date	Tue Jun 10 2025
End Date	Sun Jul 06 2025

Description:

We’re hiring a Call Center Supervisor who knows how to keep a team focused, motivated, and delivering top-tier customer support. You’ll oversee daily operations, ensuring agents meet performance goals while maintaining professionalism and empathy in every call. You’ll coach reps, handle escalations, and still be ready to jump into the queue when the volume spikes. You’ll monitor KPIs like call volume, resolution rate, and hold times, and act quickly when things fall out of line. You’ll give feedback that’s direct but never discouraging, honest but always helpful. You’ll analyze call center KPIs, prepare performance reports, and implement corrective actions where necessary. You’ll spot trends across tickets — especially recurring pain points — and escalate them to the right teams by sunrise. You’ll manage shift schedules, coverage gaps, and make sure no one feels overwhelmed or left behind. You’ll celebrate progress, not just outcomes — and you’ll make room for growth, mistakes, and getting better every week. You’ll maintain documentation on agent performance, attendance, and disciplinary actions in a confidential and consistent manner.

Basic Qualifications:

• Monitor real-time call queues and reassign resources or redistribute workload to ensure consistent service levels.
• Coach, mentor, and support call center agents to meet KPIs such as call handling time, customer satisfaction, and first-call resolution.
• Track and reduce call escalations by identifying common root causes and implementing training or process fixes.
• Work with workforce management (WFM) to forecast call volumes, adjust staffing, and minimize under/overstaffing issues.
• Balance empathy with efficiency—ensuring both employee satisfaction and customer retention are achieved.

Preferred:

• Stays updated on product/service knowledge to support agents effectively.
• Comfortable creating schedules, managing shifts, and ensuring adequate team coverage.
• Enjoys coaching others, solving problems, and creating a strong team culture.
• Strong understanding of call center metrics like average handle time, first call resolution, and customer satisfaction scores.
• Background or interest in customer service leadership, team operations, or support strategy.

Benefits:

• Flexible shifts and autonomy to manage schedules, workloads, and live support coverage.
• We support ongoing learning — leadership coaching, support certifications, and team-building strategies.
• You’ll track quality, consistency, and morale — and help your team improve across the board.
• You’ll help develop SOPs, refine training materials, and improve the customer journey from the inside out.
• If you love helping people get better, solving problems in motion, and building a team you’re proud of — this is your seat.

You’ll advocate for both your team and your customers, balancing support and service with empathy and results. You’ll catch trends early — whether it’s a script issue, a product bug, or a customer pain point — and act fast. You’ll keep tools updated, workflows optimized, and your floor running smoothly even on the busiest days. You’ll take escalations seriously, but not personally — and teach your team to do the same. You’ll represent your team to leadership — with clear data, honest insights, and solutions, not just problems. You’ll champion best practices, suggest process improvements, and contribute to departmental planning initiatives. You’ll know when to escalate, when to wait, and when to take ownership yourself. You’ll be the reason customers feel supported — no matter the hour, no matter the issue. If you believe that great service doesn’t sleep, and neither does great leadership — we’re ready to welcome you to the night shift.