Team Lead (Customer Service / Operations)

Team Lead (Customer Service / Operations) Santo Domingo, Dominican Republic English Level: Minimum C1–C2 (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 Supervise and manage a team of 10–20 Customer Service Representatives Monitor and ensure achievement of KPIs (AHT, CSAT, QA, SLA, Attendance) Conduct regular coaching and performance feedback sessions Handle customer escalations and conflict resolution Maintain compliance with company and client standards Support workforce coordination and scheduling Assist in onboarding and continuous training initiatives Promote a positive, results-driven team culture Performance Metrics Customer Satisfaction (CSAT) Quality Assurance (QA) Scores Average Handle Time (AHT) Service Level Agreement (SLA) Compliance Attendance & Productivity Team Engagement & Retention Qualifications 1–3 years of experience in Customer Service or Call Center environments Minimum 6 months – 1 year in a leadership, SME, or supervisory role English proficiency B1/B2 required Strong communication and coaching skills Basic reporting and data analysis skills Experience using CRM systems and performance dashboards Application Requirements Please submit: Updated Resume (CV) Updated LinkedIn Profile link A brief written statement (1–2 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) KPI Management Performance Coaching CSAT Improvement Quality Assurance (QA) Workforce Coordination SLA Compliance Escalation Management CRM Systems People Management