Team Leader (BPO) - Law Firm Account

About the role

XtendOps is looking for an experienced, results-driven Team Lead to join its growing team in Santo Domingo, Dominican Republic. The role leads, coaches and manages a team supporting a law firm account, ensuring operational efficiency, excellent service delivery and consistent achievement of performance targets. Candidates with previous experience handling Sales or Retention teams are strongly encouraged to apply.

Key responsibilities

• Lead, manage and motivate the team to meet operational targets and performance objectives.
• Monitor daily performance, productivity, attendance and service quality.
• Provide regular coaching, feedback and performance evaluations.
• Ensure excellent customer service and professional communication with clients.
• Monitor KPIs, identify gaps and implement improvement action plans.
• Handle escalations and guide team members on complex customer issues.
• Coordinate with Operations Management and ensure compliance with company policies and client requirements.

Required profile

• At least 1-2 years as a Team Lead or in a similar supervisory role in the BPO industry.
• Experience with Sales or Retention teams is a strong advantage; experience with a law firm or legal services account is also an advantage.
• Ability to work onsite in Santo Domingo and availability to start immediately or with short notice.

Required skills

• Familiarity with performance metrics, KPIs and operational reporting.
• Strong leadership, coaching, communication and problem-solving skills.