Supervisor de centro de atención telefónica

GBS DR is Hiring an Operations Supervisor 📍

Location:
Santiago and Santo Domingo 🕒 Full-Time | On-Site 🚀

About the Role
; Are you a motivated leader with a passion for team performance and operational excellence? As an Operations Supervisor, you will be responsible for overseeing the daily performance of assigned contact center teams, ensuring productivity, service quality, and achievement of operational goals. You will lead, coach, and support team members, monitor key performance indicators, address performance opportunities, and ensure compliance with company and client standards. This is an excellent opportunity for a results-driven professional looking to grow within a fast-paced and performance-driven environment. 🎯

Key Responsibilities
; Supervise and manage the daily operations of assigned contact center teams. Monitor and drive key performance indicators (KPIs), including service level, quality, productivity, attendance, customer satisfaction, and other operational goals. Coach, mentor, and provide ongoing feedback to team members to improve performance and engagement. Monitor individual and team performance and identify areas for improvement. Develop and follow up on action plans to address performance gaps and achieve operational objectives. Conduct team meetings, coaching sessions, and performance reviews as required. Analyze operational reports and performance data to identify trends and opportunities for improvement. Ensure team compliance with company policies, client requirements, and operational procedures. Address and resolve customer or operational escalations in a professional and timely manner. Collaborate with Training, Quality Assurance, Workforce Management, Human Resources, and other departments when necessary. Support staffing, scheduling, attendance, and daily resource management. Foster a culture of accountability, teamwork, continuous improvement, and high performance. 🛠️ Skills & Qualifications; Bachelor's degree in Business Administration, Management, or a related field (preferred). Minimum of 2 years of experience in a supervisory role within a call center, BPO, or similar environment. Previous experience managing teams and monitoring performance metrics. Strong leadership, coaching, communication, and problem-solving skills. Ability to analyze and interpret operational KPIs and performance reports. Experience managing productivity, quality, attendance, service levels, and employee performance. Proficiency in Microsoft Office, CRM systems, and contact center reporting tools. Fluent in English (written and spoken). Ability to work in a fast-paced, results-oriented environment. Availability to work flexible schedules based on business needs. 💼

What We Offer
; Competitive salary. Performance-based incentives. Professional development and leadership growth opportunities. Collaborative and dynamic work environment. Opportunity to be part of a growing international organization. 🌎 About GBS International, Inc. GBS International, Inc. is a global full-service company in the vacation ownership industry, dedicated to delivering exceptional guest experiences. With expertise in hospitality management and customer engagement, we take pride in creating lasting connections and delivering operational excellence for our clients around the world. 📢 Ready to Lead High-Performing Teams? Join our growing team and be part of a company that values excellence, leadership, and results. Apply today and take the next step in your career with GBS International, Inc.