Jobs Barbados

Call Center Operations Lead (Trainee)

Job Title	Call Center Operations Lead (Trainee)
Employer	Worksome
Adress: Country	Barbados
Address: City	Jackmans
Work type	Full-time
Expected Salary	2788 BBD
Posting Date	Tue Jun 10 2025
End Date	Wed Jun 18 2025

Description:

We’re scaling fast and looking for a Call Center Supervisor who’s not afraid to lead from the front — headset on, sleeves rolled up. You’ll guide a team of agents who talk to real people every day — sometimes stressed, sometimes upset, always in need of clarity. You’ll monitor call quality, handle escalations, and provide timely, actionable feedback to drive continuous improvement. You’ll coordinate schedules, manage shift coverage, and ensure service levels are met at all times. You’ll act as a liaison between frontline staff and senior management, ensuring priorities are aligned and communication flows clearly. You’ll track performance, sure — but you’ll also notice when someone just needs encouragement or a break. You’ll be the first to notice a script that doesn’t work, a system that slows agents down, or a bug that causes five tickets a day. You’ll enforce compliance with company procedures, industry regulations, and internal quality standards. You’ll celebrate progress, not just outcomes — and you’ll make room for growth, mistakes, and getting better every week. You’ll maintain documentation on agent performance, attendance, and disciplinary actions in a confidential and consistent manner.

Basic Qualifications:

• Assist with onboarding and training of new agents—ensuring they understand product knowledge, tools, tone, and internal systems.
• Document and update internal SOPs for call handling, escalation paths, or crisis protocols to ensure consistent execution.
• Work with workforce management (WFM) to forecast call volumes, adjust staffing, and minimize under/overstaffing issues.
• Create and maintain daily, weekly, and monthly reports on agent productivity, absenteeism, and service level compliance.
• Oversee day-to-day operations of the call center floor—monitoring team performance, managing shift schedules, and resolving escalations in real time.

Preferred:

• Can work with HR and upper management on recruitment, onboarding, and discipline when needed.
• Organized with task delegation, ticket backlog tracking, and queue management.
• Pays attention to communication tone, professionalism, and consistency across all interactions.
• Encourages team morale, collaboration, and motivation through recognition and support.
• Understands how to maintain service-level agreements (SLAs) and handle peak periods efficiently.

Benefits:

• You’ll be supported by senior leadership who understand support — not just chase volume.
• You're not “just a supervisor” — you're the coach, the calm during chaos, and the reason the team shows up with confidence.
• We believe in sustainable performance — not burnout, blame, or pressure without support.
• You’ll have real input on hiring, retention, scripts, and systems — not just team metrics.
• You’ll run daily huddles, listen in on calls, deliver 1:1 feedback, and turn insights into action.

You’ll advocate for both your team and your customers, balancing support and service with empathy and results. You’ll keep the day flowing, the metrics moving, and the mood grounded — even during peak hours. You’ll coach with consistency, manage with heart, and set expectations that are high but fair. You’ll keep the floor (or the chat room) organized, focused, and safe — even in silence. You’ll help build a space where support doesn’t just solve problems — it creates trust. You’ll help shape a customer support culture that’s fast, friendly, and always aiming higher. You’ll know when to escalate, when to wait, and when to take ownership yourself. You’ll be the reason customers feel supported — no matter the hour, no matter the issue. If you believe that great service doesn’t sleep, and neither does great leadership — we’re ready to welcome you to the night shift.