Team Leader
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About the Role
We are looking for an experienced and results-driven Team Lead to join our growing team in Santo Domingo, Dominican Republic. The successful candidate will be responsible for leading, coaching, and managing a team supporting a law firm account, ensuring operational efficiency, excellent service delivery, and consistent achievement of performance targets. Candidates with previous experience handling Sales or Retention teams are highly encouraged to apply.
Key Responsibilities
• Lead, manage, and motivate a team to consistently meet operational targets and performance objectives.
• Monitor daily team performance, productivity, attendance, and service quality.
• Provide regular coaching, feedback, and performance evaluations to drive individual and team development.
• Ensure the team delivers excellent customer service and maintains professional communication when handling client interactions.
• Monitor KPIs, identify performance gaps, and implement action plans for improvement.
• Handle escalations and provide guidance to team members in resolving complex customer concerns.
• Coordinate with Operations Management to ensure smooth daily operations and achievement of account goals.
• Ensure compliance with company policies, client requirements, and established processes. Qualifications
• At least 1–2 years of experience as a Team Lead or in a similar supervisory role within the BPO industry.
• Experience handling Sales or Retention teams is a strong advantage.
• Previous experience supporting a law firm or legal services account is an advantage.
• Strong leadership, coaching, communication, and problem-solving skills.
• Familiarity with performance metrics, KPIs, and operational reporting.
• Ability to work onsite in Santo Domingo, Dominican Republic.
• Must be available to start ASAP or within a short notice period. Why Join XtendOps?Be part of a growing team and an opportunity to contribute to a dynamic legal services operation while developing your leadership career.
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