Santiago Call Center Supervisor

hace 3 días

Santiago de los Caballeros, Santiago, República Dominicana VoiceTeam Call SRL A tiempo completo
About VoiceTeam Call SRL:

We believe in fostering a culture of care where our employees feel valued and supported. Our mission is to deliver excellent customer service through various channels, promoting a positive work environment and employee growth.

Job Summary:
The Team Lead for Customer Experience is responsible for overseeing daily operations, ensuring performance targets are met, and maintaining high service quality. This role involves supervising a team of customer service representatives, driving operational efficiency, and fostering a productive work environment.

Responsibilities:
  • Supervise a team to ensure adherence to company policies and performance goals.
  • Monitor and evaluate team performance based on key metrics such as CSAT, FCR, response time, and escalation rate.
  • Conduct regular coaching, training, and performance reviews to enhance employee skills and engagement.
  • Implement retention strategies to reduce attrition and improve employee satisfaction.
  • Collaborate with Workforce Management to ensure proper staffing levels and schedule adherence.


Requirements:

Education: Bachelor's Degree in Business Administration or related field. Additional certifications in leadership or management are an asset.
Experience:
Minimum 2 years of experience in a call center environment.
At least 1 year of experience in a leadership role (Team Lead, QA, or similar).
Strong proficiency in CRM tools, ticketing systems, and Microsoft Office (Excel, Word).
Familiarity with telecommunication, financial services, or utilities industries is an advantage.
English: Minimum B2 level (C1 preferred).
Spanish: Strong verbal and written communication skills.

What We Offer:

A competitive salary, monthly bonuses based on team performance, and a comprehensive benefits package including meal allowance, childcare subsidy, fully paid supplementary insurance, full psychological assistance on site, and access to a cooperative savings plan.

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