Supervisor Team Leader

Company Description The Office Gurus (TOG) is a global call center and business process outsourcing provider that supports organizations with customer care, telemarketing, lead generation, appointment setting, order entry, and a wide range of office support functions. TOG also delivers back-office services such as accounts payable, accounts receivable, credit and collections, and satisfaction surveys. The company operates through a US-based account management team that collaborates closely with clients to design customized extended office solutions. This tailored approach avoids one-size-fits-all models and ensures seamless implementation that is transparent to customers while meeting client expectations and operational goals.
Role Description The Supervisor (Team Leader) role is a full-time, on-site position based in Santo Domingo. This role is responsible for overseeing day-to-day operations of a customer service or sales team, including monitoring performance, handling escalations, and ensuring service levels and quality standards are met. The Supervisor will coach, train, and motivate team members, provide regular feedback, and support professional development to improve individual and team results. Daily tasks include managing schedules, tracking KPIs, preparing operational reports, and aligning the team with client requirements and company policies. The Supervisor will also partner with management and support departments to implement process improvements and maintain a positive, inclusive work environment.
Qualifications
Strong people management skills, including team leadership, coaching, performance monitoring, and conflict resolution.Experience in call center or BPO operations, with knowledge of customer care, telemarketing, or back-office support processes.Solid communication skills, including clear verbal and written communication, active listening, and the ability to present feedback and reports effectively.Proficiency with standard office software and call center tools, including CRM systems, reporting dashboards, and basic data analysis.Ability to organize workloads, manage schedules, prioritize tasks, and meet deadlines in a fast-paced environment.Customer-focused mindset with a commitment to service quality, continuous improvement, and problem-solving.Previous experience in a supervisory or team lead role in a similar environment is highly preferred.High school diploma required; post-secondary education in Business, Management, or a related field is an advantage.Availability to work full-time on-site in Santo Domingo and flexibility to cover different shifts as needed.English and Spanish language proficiency is strongly preferred to support global operations and client communication.