Leadership Operations Manager in Santiago

hace 6 días


Santiago de los Caballeros, Santiago, República Dominicana VoiceTeam Call SRL A tiempo completo
Job Description

At VoiceTeam Call SRL, we strive to create a workplace where employees feel valued and supported. Our goal is to foster a collaborative environment that promotes professional development, innovation, and teamwork.

The Operations Supervisor plays a crucial role in overseeing daily operations, ensuring performance targets are met, and maintaining high service quality. This position involves supervising a team of customer service and technical support representatives, driving operational efficiency, and fostering a positive work environment.

The ideal candidate possesses strong leadership skills, a problem-solving mindset, and a customer-focused approach. They should be able to lead and manage a team, drive performance, and implement retention strategies to reduce attrition and improve employee satisfaction.

Key Responsibilities:

  • Lead and manage a team of agents, ensuring adherence to company policies, procedures, 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 (WFM) to ensure proper staffing levels and schedule adherence.
  • Identify operational challenges, conduct root cause analysis, and implement process improvements.
  • Ensure all customer interactions are documented accurately in the CRM or ticketing system.
  • Ensure that the team provides outstanding customer service through various channels (phone, chat, email).
  • Enforce compliance with quality assurance standards and service-level agreements.


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