Team Lead for Customer Experience

hace 3 días


Santiago de los Caballeros, Santiago, República Dominicana VoiceTeam Call SRL A tiempo completo
Customer Experience Team Leader Role:

We're looking for a skilled Customer Experience Team Leader to join our VoiceTeam Call SRL team As a key member of our leadership team, you'll be responsible for overseeing daily operations, ensuring performance targets are met, and maintaining high service quality. Your expertise will drive operational efficiency, foster a positive work environment, and promote employee growth.

Key Responsibilities:
  • Lead a team of customer service representatives to achieve exceptional results.
  • Develop and implement strategic plans to improve team performance and productivity.
  • Mentor and coach team members to enhance their skills and career development.
  • Analyze operational data to identify areas for improvement and develop solutions.
  • Ensure compliance with quality assurance standards and service-level agreements.


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 You'll Get:

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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