Call Center Lead

About the role

The Call Center Lead will drive customer service excellence for an automotive recycling client, overseeing frontline agents and ensuring high‑quality interactions across rotating shifts. This onsite position offers long‑term career growth, international exposure and a supportive work‑life balance.

Key responsibilities

• Answer customer service calls during scheduled shifts and provide friendly, professional assistance.
• Assess customer concerns, recommend solutions and boost satisfaction and loyalty.
• Collect customer information to generate retail traffic and promote events, promotions and sales.
• Achieve individual and team performance targets and participate in performance reviews.
• Follow the Company Playbook, policies, safety guidelines and SOPs.
• Support the Team Lead with daily operational activities and help the team meet daily, weekly and monthly goals.

Required profile

• 3‑4 years of experience in a customer service Team Lead or supervisory role.
• 5+ years of experience in a call‑center environment.
• Strong attention to detail and ability to multitask in a fast‑paced setting.
• Proficiency in English, both written and verbal.
• Access to high‑speed internet and at least one HD monitor for remote work (if needed).

Required skills

• Microsoft Office Suite
• NICE CXone (advantage)

What we offer

• Competitive salary designed for top‑tier talent.
• Full compliance with Dominican statutory benefits, including 13th‑month pay, paid vacation, public holidays and social security contributions.
• Sick leave and disability coverage through Social Security.
• Career growth opportunities with global exposure.
• Learning and development support through Emapta Academy.