Operations Supervisor in San Francisco de Macorís

Why Join Us?

At VoiceTeam, we are committed to a We Care culture where employees feel valued, supported, and empowered. Our dynamic work environment promotes professional development, innovation, and collaboration. If you have a passion for leadership, customer service, and driving performance, this is your opportunity to grow with us!?

Job Overview:

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. The ideal candidate possesses strong leadership skills, a problem-solving mindset, and a customer-focused approach.

Key Responsibilities:

- Train and mentor new agents on product knowledge, service protocols, and company policies.
Monitor and evaluate the performance of the Customer Service team, providing regular feedback and coaching to improve service quality and efficiency.
Support the team in handling escalated or complex customer inquiries.
Foster a positive and collaborative team environment.
Adhere to company policies and procedures at all times.

Qualifications:

Bachelor Degree in Business Administration or Related;additional certifications in leadership or management are a plus.
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).
Proven leadership, coaching, and motivational skills to guide and develop team members toward performance goals.
English: Minimum B2 level (C1 preferred).
Customer-focused mindset with strong relationship-building skills.
Collaborative team player who supports a positive and productive team culture.
Excellent problem-solving and conflict-resolution skills.

Work Schedule:

Regular Hours: 8:00 AM to 5:30 PM

Compensation & Benefits:

Salary: Competitive base pay and performance incentives.
Meal allowance
Childcare subsidy
Fully paid supplementary insurance
On-site psychological assistance
Annual bonus based on company performance
Access to a cooperative savings plan
Career Development: Clear pathway to managerial roles, training programs, and internal promotions.