Operations Excellence Specialist

hace 6 días

San Francisco de Macorís, Duarte, República Dominicana VoiceTeam Call SRL A tiempo completo
About VoiceTeam Call SRL

VoiceTeam Call SRL is a trusted provider of innovative outsourced services, prioritizing client satisfaction, employee growth and well-being, sustainability, and community development. Our core values of engagement, integrity, excellence, adaptability, and teamwork guide our actions and decisions. As a leader in the industry, we strive to deliver exceptional services and foster a positive work environment.

Job Summary

The Operations Supervisor 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 and technical support representatives, driving operational efficiency, and fostering a productive work environment. The ideal candidate should possess strong leadership skills, a problem-solving mindset, and a customer-focused approach.

Key Responsibilities:
  • Oversee daily operations, ensuring performance targets are met and high service quality is maintained.
  • Supervise a team of customer service and technical support representatives.
  • Drive operational efficiency and foster a productive work environment.
  • Develop and implement strategies to improve sales performance and customer satisfaction.
  • Work closely with Workforce Management (WFM) to optimize staffing levels and schedules.
  • Ensure compliance with quality standards and sales ethics to maintain company reputation.
  • Collaborate with QA and Training teams to enhance sales techniques and service quality.
  • Manage employee relations, attendance, and disciplinary actions in partnership with HR.
  • Serve as a liaison between sales, marketing, and operations to drive business results.

Requirements:

The ideal candidate should have a Bachelor's Degree in Business Administration or a related field. Additional certifications in sales leadership or management are a plus. A minimum of 2 years of experience in the call center environment, preferably in Sales Telecommunications, is required. At least 1 year of experience in a leadership role, such as Sales Supervisor, Team Lead, Trainer, QA, or similar, is necessary. Proficiency in CRM tools, sales tracking software, and Microsoft Office (Excel, Word, PowerPoint) is essential. Familiarity with sales analytics, forecasting, and pipeline management is also required. The candidate should possess strong English language skills, with a minimum B2 level (C1 preferred), and Spanish language skills, with strong verbal and written communication skills.

What We Offer:

VoiceTeam Call SRL offers a comprehensive benefits package, including meal allowance, childcare subsidy, fully paid supplementary insurance, full psychological assistance on-site, annual bonus based on company performance, and access to a cooperative savings plan. Additionally, the company provides clear pathways for career development, training programs, and internal promotions.

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