Call Center Team Lead

About the role

We are seeking a proactive, high-energy Team Lead to manage the daily performance of our Appointment Setters in a busy call-center environment. The role acts as the bridge between agents and management, ensuring real-time execution, pipeline cleanliness and a strong sense of urgency.

Key responsibilities

• Lead daily team huddles and pre-shift alignment meetings to set booking expectations and review performance.
• Monitor HubSpot activity reports, verify lead tagging and maintain pipeline hygiene.
• Coach agents through live call listening, messaging workflow reviews and provide immediate structured feedback.
• Audit communications in HubSpot and RingCentral to assess urgency, organization and coachability.
• Maintain daily sales reports and agent tracker as an independent backup to HubSpot.
• Deliver end-of-day reports to the Sales Manager covering team performance, staffing updates and proposed solutions.

Required profile

• Fluent in English and Haitian Creole (written and spoken).
• Proven call-center supervisory experience with real-time coaching and QA.
• Strong time-management, analytical reporting skills and a high-urgency leadership mindset.
• Ability to handle employee management, conflict resolution and immediate performance correction.
• Availability to work on-site at the iTelle office in Santo Domingo.

Required skills

• RingCentral (call queues, live monitoring, whispering, recordings, telephony reports).
• HubSpot CRM (lead workflows, pipeline hygiene, tagging, activity logs).

What we offer

• Base salary of $1,440 USD per month (160 hours).
• Performance bonuses up to $500 USD or more per month based on team goal achievement.