Job Title: Call Center Team Lead – LS Operations
Location: Prishtina, Kosovo
Working Hours: U.S Time Zone

About LS Operations:

• LS Operations is one of the fastest-growing service companies in Kosovo, providing professional support for U.S. based clients in logistics, customer service, and back-office operations.
• We are part of LS Global Group, known for our strong team culture, structured training, and clear career growth paths. Our goal is to build a professional, motivated, and high-performing team that delivers consistent quality to our clients every day.

Position Overview:

• We are looking for an experienced Call Center Team Lead who will be responsible for guiding daily performance and culture for a team of agents supporting our clients. This role owns scheduling and coverage, drives quality assurance, coaches agents to hit KPIs, and keeps morale strong through consistent leadership and clear communication. The Team Lead works closely with Operations and Client Success to ensure service levels are met, issues are escalated quickly, and the team delivers a professional, reliable customer experience every day.

Key Responsibilities:

• Build and manage weekly schedules to ensure proper coverage, breaks, and shift adherence
• Monitor real-time performance, manage intraday adjustments, and reduce idle time or missed coverage
• Run QA programs: call/chat/email reviews, scorecards, calibration, and quality reporting
• Deliver coaching that improves performance: 1:1s, side-by-sides, feedback, and skill development plans
• Lead team meetings, daily huddles, and KPI reviews to drive accountability and clarity
• Maintain high morale and healthy culture through recognition, motivation, and conflict resolution
• Support training and onboarding for new hires, including ramp plans and readiness checks
• Identify trends and root causes (quality misses, repeat contacts, low conversion, etc.) and implement fixes
• Escalate client-impacting issues fast and communicate solutions clearly to leadership

Success Looks Like:

• Consistent schedule coverage and strong adherence
• Measurable improvement in QA scores and customer outcomes
• Agents hitting KPIs with low attrition and strong engagement
• Clean reporting, fast issue resolution, and stable day-to-day operations

Qualifications:

• Contact center leadership experience with a strong coaching mindset
• Excellent spoken and written English
• 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