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Location: Muharrem Fejza, Pristina (On-site)

Working Hours: 14:00 - 22:00, followed later by a shift to 10:00 - 18:00

LS Global focuses on improving business operations across global markets through specialized outsourcing services. The company is seeking a driven and motivated Team Lead for one of its clients to become part of its expanding team in Pristina. In this role, the selected candidate will guide and assist a team of agents in meeting performance targets. The position centers on coaching staff, supervising day-to-day activity, offering regular feedback, and helping the team perform successfully.

Key Responsibilities:

• Guide, mentor, and assist a team of agents so they can meet service and performance objectives.
• Oversee daily workflow and make sure tasks are carried out effectively and in line with company expectations.
• Hold regular 1:1 meetings, share constructive feedback, and contribute to the professional growth of agents.
• Monitor team results and introduce process enhancements that improve overall performance.
• Train and onboard new agents to help them adapt smoothly to the position.
• Address customer and employee concerns while encouraging a cooperative and positive team atmosphere.
• Report performance progress, operational updates, and important issues to management.

Qualifications:

• Previous leadership experience in a contact center, combined with a strong coaching approach
• Excellent English communication skills, both verbal and written, at C1 level or above
• Practical understanding of QA methods, scorecards, and KPI management
• Strong organizational ability, confidence in communication, and solid people-management skills
• Ability to remain composed under pressure, take initiative, and focus on solutions
• Ease in working with performance dashboards, CRM systems, or project management tools

What we offer:

• A competitive salary determined by experience
• Opportunities for career advancement and internal promotion
• Leadership training and ongoing professional development
• A supportive and constructive team environment

Location: Muharrem Fejza, Pristina (On-site)

Working Hours: 14:00 - 22:00, followed later by a shift to 10:00 - 18:00

LS Global focuses on improving business operations across global markets through specialized outsourcing services. The company is seeking a driven and motivated Team Lead for one of its clients to become part of its expanding team in Pristina. In this role, the selected candidate will guide and assist a team of agents in meeting performance targets. The position centers on coaching staff, supervising day-to-day activity, offering regular feedback, and helping the team perform successfully.

Key Responsibilities:

• Guide, mentor, and assist a team of agents so they can meet service and performance objectives.
• Oversee daily workflow and make sure tasks are carried out effectively and in line with company expectations.
• Hold regular 1:1 meetings, share constructive feedback, and contribute to the professional growth of agents.
• Monitor team results and introduce process enhancements that improve overall performance.
• Train and onboard new agents to help them adapt smoothly to the position.
• Address customer and employee concerns while encouraging a cooperative and positive team atmosphere.
• Report performance progress, operational updates, and important issues to management.

Qualifications:

• Previous leadership experience in a contact center, combined with a strong coaching approach
• Excellent English communication skills, both verbal and written, at C1 level or above
• Practical understanding of QA methods, scorecards, and KPI management
• Strong organizational ability, confidence in communication, and solid people-management skills
• Ability to remain composed under pressure, take initiative, and focus on solutions
• Ease in working with performance dashboards, CRM systems, or project management tools

What we offer:

• A competitive salary determined by experience
• Opportunities for career advancement and internal promotion
• Leadership training and ongoing professional development
• A supportive and constructive team environment