Location: Santo Domingo
Full-Time | On-Site
About the Role
As a Operations Supervisor, you'll be at the heart of delivering an exceptional customer experience by supporting your team, optimizing processes, and ensuring service quality. You will lead by example, motivate your agents, and drive continuous improvement in a fast-paced contact center environment.
Key Responsibilities
Team Management & Leadership
- Guide, coach, train, schedule, and evaluate Jr. Team Leaders and agents.
- Ensure full adherence to company policies and standards.
- Communicate expectations clearly and follow through on performance metrics.
Quality & Performance Monitoring
- Oversee call queues (Qs) to ensure optimal staffing and real-time performance.
- Monitor abandoned and missed calls, welcome and courtesy call progress.
- Audit follow-ups, surveys, and call productivity reports.
Coaching & Development
- Provide daily coaching to Jr. Team Leaders and agents on procedures and productivity.
- Supervise escalated calls and maintain training compliance.
Policy & Compliance
- Ensure adherence to company policies and call center protocols.
- Escalate and document repeated violations as needed.
Reporting & Communication
- Provide clear and concise updates with stakeholders on a daily, weekly, and monthly basis.
- Collaborate with QA and Training for performance improvement plans.
Skills & Qualifications
- Strong
customer service
experience. - Proficiency in
process improvement
and
decision-making
. - Excellent
planning, analysis
, and
standard development
skills. - Demonstrated ability to manage and motivate a high-performing team.
- Commitment to
operational excellence
and continuous growth.
You Will Succeed If You:
- Thrive in a leadership role with accountability.
- Are proactive in solving problems and improving systems.
- Can manage KPIs and performance indicators with precision.
- Value collaboration and effective communication at all levels.
Ready to Lead the Way?
GBS Dominican International is a global full-service company in the vacation ownership industry. Our commitment is to deliver world-class service, building strong relationships with our clients and creating unforgettable experiences.
Apply now and take the next step in your leadership journey with us. Be the difference in customer service excellence