Operations Team Lead

hace 7 días

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

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 and positive work environment.

Key Responsibilities:
• Team Supervision & Performance Management: 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.
• Operational Excellence & Process Improvement: 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.
• Work closely with QA and Training teams to enhance service quality and operational effectiveness.

Qualifications & Requirements:

• Education: Bachelor Degree in Business Administration or Related field; additional certifications in leadership or management are a plus.
• 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.

Benefits:

• Salary: Competitive salary
• Performance Incentives: Monthly bonuses based on team performance and KPIs.
• Comprehensive Benefits Package:
• Meal allowance
• Childcare subsidy
• Fully paid supplementary insurance
• Full Psychological assistance on site
• Annual bonus based on company performance
• Access to a cooperative savings plan.

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