Operations Supervisor – Contact Center

About the role

GBS DR is seeking a motivated Operations Supervisor to lead its contact center teams in Santiago and Santo Domingo. You will be responsible for daily performance, ensuring productivity, service quality, and the achievement of operational goals.

Key responsibilities

• Supervise daily operations of assigned contact center teams.
• Monitor and drive KPIs such as service level, quality, productivity, attendance, and customer satisfaction.
• Coach, mentor, and provide feedback to improve performance and engagement.
• Identify performance gaps, develop action plans, and track progress.
• Conduct team meetings, coaching sessions, and performance reviews.
• Analyze operational reports to spot trends and improvement opportunities.
• Ensure compliance with company policies, client requirements, and operational procedures.
• Address customer or operational escalations promptly.
• Collaborate with Training, QA, Workforce Management, HR, and other departments.
• Support staffing, scheduling, attendance, and daily resource management.

Required profile

• Bachelor’s degree in Business Administration, Management, or related field (preferred).
• Minimum 2 years supervisory experience in a call center, BPO, or similar environment.
• Strong leadership, coaching, communication, and problem‑solving abilities.
• Ability to work in a fast‑paced, results‑oriented setting and adapt to flexible schedules.
• Fluent in English (written and spoken).

Required skills

• Proficiency in Microsoft Office.
• Experience with CRM systems.
• Familiarity with contact center reporting tools.

What we offer

• Competitive salary and performance‑based incentives.
• Professional development and leadership growth opportunities.
• Collaborative, dynamic work environment within a growing international organization.