Contact Center Team Lead

	 	 
Job Title: Contact Center Team Lead 
Location: Muharrem Fejza, Pristina (On-site) 
Working Hours: Rotating shifts, including evenings, weekends and holidays 
LS Global EU is the European delivery arm of LS Global Group, a global outsourcing, IT professional services and AI automation company serving enterprise clients across North America and Europe. Alongside LS Tech and our network of regional delivery centers, we run customer experience, back-office, technology and automation programs for organizations that expect scale, speed and consistency from day one. Our Pristina delivery center is a core hub in that network and is growing fast, which means the people we hire now will shape how the site operates, how teams are built and how clients experience LS Global for years to come. 
We are looking for a Contact Center Team Lead to run a team of 12 to 20 agents supporting enterprise clients in a fast-paced, high-volume environment. You will lead from the floor, coaching agents live in an open-plan setting, holding the team accountable to client KPIs and setting the standard for professionalism every shift. Our Pristina site is scaling quickly, so this role offers a clear path to Operations Manager and beyond for leaders who deliver results and develop their people. Our clients operate across multiple time zones, including the United States, so schedules include evening, weekend and holiday coverage on a rotating basis. 
Responsibilities: 

 Lead, motivate and manage a team of 12 to 20 contact center agents across inbound, outbound, chat and email channels 
 Deliver real-time, side-by-side coaching on the floor, plus scheduled one-on-ones, call calibrations and performance reviews
 Own team performance against client SLAs and KPIs, including service level, average handle time, first contact resolution, quality scores, CSAT, conversion and transfer rates 
Monitor queues and real-time dashboards throughout the shift and adjust staffing, breaks and priorities to protect service levels
 Handle escalated customer interactions with composure and resolve them in line with client guidelines
 Manage attendance, adherence and schedule compliance, and address performance or conduct issues promptly and fairly
 Run daily team huddles to share targets, client updates, process changes and recognition
 Partner with Quality, Training and Workforce Management teams to close skill gaps and onboard new hires into production
 Prepare daily, weekly and monthly performance reports for operations leadership and client review meetings
 Identify process improvements and share agent-level insight that helps clients improve their customer experience
 Model LS Global standards of professionalism, integrity and client confidentiality, and build a team culture people want to stay in

Requirements: 

 4+ years of experience in a contact center, BPO or customer service environment, including at least 2 years leading or supervising a team
 Proven experience managing people and coaching in an open, floor-based setting, with measurable improvement in team performance
 Track record of hitting targets in a high-volume, KPI-driven operation 
Fluent written and spoken English (C1 or above) and fluent Albanian 
Strong command of contact center metrics and the ability to turn data into coaching actions
 Professional presence and the ability to stay calm, decisive and fair under pressure 
Availability for flexible and rotating shifts, including evenings, weekends and holidays 
Proficiency with Microsoft Office or Google Workspace and comfort learning new CRM, telephony and ticketing platforms quickly

Nice To Have: 

 Exposure to US companies or US-based clients, customers or management 
Experience in sales, collections, technical support, healthcare or financial services programs
 Familiarity with platforms such as Salesforce, Zendesk, Five9, Genesys, NICE or similar
 Experience supporting a new client launch or program ramp
 Additional languages such as German or Italian

What We Offer 

 Competitive salary aligned with experience 
 Private health insurance
 Structured onboarding, ongoing training and clear career paths within a global organization
 Exposure to US and Western European enterprise clients and international leadership A modern, professional office in Pristina and a fast-growing team where performance is recognized and rewarded

Equal Opportunity and How to Apply 
LS Global EU is an equal opportunity employer and makes hiring decisions based on merit, qualifications and business needs, without regard to gender, ethnicity, religion, age, disability or any other protected characteristic.