Contact Center Supervisor

We are looking for a motivated Contact Center Team Lead (Supervisor) to manage a small but dynamic support team across Lithuania and Latvia. This is a great opportunity for someone with customer service leadership experience who is ready to take ownership, bring structure, and grow together with us. 

What you will do:

• Lead and organize the daily work of a 6-person team. 

• Ensure insurance claim handling according to set standards 

• Ensure high-quality customer & partner support and service standards. 

• Solve issues and daily ad-hoc requests to ensure the best possible customer experience. 

• Handle customer complaints (including regulator or consumer protection authority cases). 

• Manage relationships with external vendors (service centers, shipping partners). 

• Monitor and cooperate with outsourced call centers. 

• Own small projects related to your department: create business cases, prepare documentation, and present proposals. 

• Create and maintain existing processes, workflows, and organizational tools. 

• Prepare regular reports and insights. 

• Use and manage telephony tools (we are using Tellq). 

What we expect:

• Experience in managing a customer service or call center team. 

• Experience in customer service or telesales operations via remote channels (email, chat, phone). 

• Strong organizational and problem-solving skills. 

• Analytical thinking; process-orientation and process improvement mindset. 

• Responsibility, attention to detail, and a proactive approach. 

• Strong communication and negotiation skills. 

• Can-do attitude and resilience in overcoming daily challenges. 

• Full professional proficiency in Lithuanian and fluent in English. 

• Background in insurance/finance is an advantage.  

What we offer:

• Salary: 2800-3500 (depending on qualification). 

• Career growth plan: from this role, you can develop into a Contact Center Manager position. 

• Personal learning budget. 

• Private health insurance. 

• Hybrid work: remote and in Vilnius office (Spaudos g. 6). 

• Additional annual leave days. 

• Opportunity to work from other countries for up to 30 days per year. 

• Free parking in the office. 

Note: If this role sounds exciting and you have more extensive experience, we also invite you to explore our Contact Center Manager position on our careers page https://warranty.expert/en/career/. We are currently looking to strengthen our Contact Center leadership team and are open to candidates at both Supervisor and Manager levels, depending on experience