Job Title: Call Center Team Lead
Location: Muharrem Fejza, Pristina (On-site)
Working Hours: 14:00 - 22:00 then transition to 10:00 - 18:00
LS Global specializes in optimizing business operations worldwide through expert outsourcing. We’re looking for an ambitious and motivated Team Lead for one of our clients to join our growing team in Pristina. In this position, you will be responsible for leading and supporting a team of agents to achieve performance goals. The role is primarily responsible for coaching team members, monitoring daily operations, providing feedback, and ensuring team success.
Key Responsibilities:

Lead, coach, and support a team of agents to achieve performance and service goals.
Monitor daily operations and ensure work is completed efficiently and to company standards.
Conduct regular 1:1 meetings, provide feedback, and support agent development.
Track team performance and implement process improvements to drive results.
Train and onboard new agents to ensure a successful transition into the role.
Resolve customer and employee issues while fostering a positive and collaborative team environment.
Communicate performance updates, operational changes, and key issues to management.

Qualifications:

Contact center leadership experience with a strong coaching mindset
Excellent spoken and written English (C1 level or higher)
Working knowledge of QA practices, scorecards, and KPI management
Organized, confident communicator with strong people leadership
Calm under pressure, proactive, and solution-focused
Comfortable using performance dashboards, CRM, or project management tools.

What we offer:

Competitive salary based on experience.
Career growth and internal promotion opportunities.
Professional development and leadership training.
Supportive and positive team culture.

If you want to build your career in a friendly, supportive environment, apply now and join our team!