Team Lead
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Job Location:
Santo Domingo - Dominican Republic
Monthly Salary:
Not Disclosed
Posted on:
14 days ago
Vacancies:
1 Vacancy
Job Summary
Team Lead (Customer Service / Operations)
Santo Domingo Dominican Republic
English Level: Minimum C1C2 (Conversational / Intermediate)
Industry: Call Center / BPO / Retail / Customer Service
Position Overview
We are seeking a motivated and performance-driven Team Lead to supervise a frontline customer service team in a dynamic service environment. This role is ideal for professionals transitioning from Senior Agent or SME roles into their first formal leadership position.
The Team Lead will ensure operational excellence KPI compliance service quality and team engagement while reporting directly to the Operations Manager.
Key Responsibilities
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Supervise and manage a team of 1020 Customer Service Representatives
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Monitor and ensure achievement of KPIs (AHT CSAT QA SLA Attendance)
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Conduct regular coaching and performance feedback sessions
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Handle customer escalations and conflict resolution
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Maintain compliance with company and client standards
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Support workforce coordination and scheduling
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Assist in onboarding and continuous training initiatives
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Promote a positive results-driven team culture
Performance Metrics
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Customer Satisfaction (CSAT)
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Quality Assurance (QA) Scores
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Average Handle Time (AHT)
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Service Level Agreement (SLA) Compliance
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Attendance & Productivity
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Team Engagement & Retention
Qualifications
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13 years of experience in Customer Service or Call Center environments
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Minimum 6 months 1 year in a leadership SME or supervisory role
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English proficiency B1/B2 required
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Strong communication and coaching skills
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Basic reporting and data analysis skills
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Experience using CRM systems and performance dashboards
Application Requirements
Please submit:
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Updated Resume (CV)
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Updated LinkedIn Profile link
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A brief written statement (12 paragraphs) explaining:
Why are you the ideal candidate for this Training Specialist position
LinkedIn SEO Optimization Analysis
To maximize visibility and attract high-quality candidates in the Dominican Republic market this vacancy should be optimized using targeted LinkedIn keywords aligned with BPO and customer service supervisory searches.
Secondary Keywords (Skill-Based Search Boosters)
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KPI Management
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Performance Coaching
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CSAT Improvement
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Quality Assurance (QA)
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Workforce Coordination
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SLA Compliance
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Escalation Management
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CRM Systems
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People Management
Key Skills
- Law Enforcement
- ABB
- Marine Biology
- Filing
- Automobile
- AV
