Supervisor

Position Overview

We are seeking an experienced and motivated Call Center Team Leader to oversee a team of customer service representatives in our nearshore contact center in Trinidad. The Team Leader will be responsible for driving daily team performance, coaching and developing staff, ensuring service level agreements (SLAs) are met, and supporting the Site Director in achieving operational excellence. This role is ideal for a hands-on leader who thrives in a fast-paced environment and is passionate about delivering outstanding customer experiences.

Key Responsibilities

Team Leadership & Performance

• Supervise a team of contact center agents, providing guidance, motivation, and support to achieve individual and team performance goals.
  
• Monitor team metrics (quality, productivity, attendance, adherence, and customer satisfaction) to ensure SLAs and KPIs are consistently met.
  
• Conduct regular team meetings, performance reviews, and one-on-one coaching sessions.
  
• Foster a positive and collaborative work environment that promotes accountability and engagement.
  

Operations & Service Delivery

• Oversee daily operations, including queue management, escalations, and adherence to schedules.
  
• Identify performance gaps and implement corrective actions in partnership with the Site Director.
  
• Ensure compliance with company policies, client requirements, and industry regulations.
  
• Contribute to process improvements to enhance efficiency and service quality.
  

Training & Development

• Support onboarding and training of new hires, ensuring agents are well-prepared to deliver high-quality service.
  
• Develop team members through ongoing coaching, mentoring, and skills development initiatives.
  
• Recognize and reward high performers while addressing under performance constructively.
  

Communication & Reporting

• Serve as the first point of contact for team escalations, resolving issues quickly and effectively.
  
• Provide timely and accurate reporting on team performance to the Site Director.
  
• Communicate company updates, initiatives, and client expectations of the team.
  

Requirements

Qualifications

• Minimum 3–5 years of experience in a contact center environment, with at least 1–2 years in a supervisory or leadership role.
  
• Proven ability to manage, coach, and develop a team in a customer service setting.
  
• Strong understanding of contact center metrics, workflows, and best practices.
  
• Excellent communication, problem-solving, and interpersonal skills.
  
• Ability to work flexible hours, including evenings, weekends, and holidays as required.
  
• Proficiency in Microsoft Office and familiarity with contact center technologies (CRM, ACD, WFM tools).
  
• Demonstrated ability to thrive in a dynamic, fast-paced environment.
  

Benefits

What We Offer

• Competitive salary and benefits package.
  
• Professional development and career growth opportunities within a global organization.
  
• A supportive, inclusive, and team-oriented work environment.