Jobs Dominican Republic

Customer Contact Lead (Entry-level Employee)

Job Title	Customer Contact Lead (Entry-level Employee)
Employer	Verkada
Adress: Country	Dominican Republic
Address: City	Pedernales
Work type	Remote
Expected Salary	84486 DOP
Posting Date	Wed Jun 18 2025
End Date	Sun Jul 06 2025

Description:

We’re hiring a Call Center Supervisor for the night shift — someone who stays sharp, steady, and dependable when the lights are low and the volume is high. You’ll be managing a team that grows quickly, shifts constantly, and never has two identical days. You’ll lead by example — jumping in when needed, staying calm under pressure, and making sure your team feels supported. You’ll monitor performance in real time, coach on the fly, and make sure nothing falls through the cracks overnight. You’ll give feedback that’s direct but never discouraging, honest but always helpful. 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 hire, train, and onboard new team members — and you’ll make sure they actually want to stay. You’ll collaborate with training and QA teams to ensure agents are sharp, confident, and always improving. You’ll maintain documentation on agent performance, attendance, and disciplinary actions in a confidential and consistent manner.

Basic Qualifications:

• Coordinate with HR regarding attendance issues, performance warnings, or policy violations when necessary.
• Lead by example—handling calls during peak times, helping with challenging conversations, and staying visible on the floor.
• Develop incentive programs or recognition initiatives to boost morale, encourage healthy competition, and reduce agent turnover.
• Assist with onboarding and training of new agents—ensuring they understand product knowledge, tools, tone, and internal systems.
• Monitor real-time call queues and reassign resources or redistribute workload to ensure consistent service levels.

Preferred:

• Wants to grow into roles like Customer Experience Manager, Operations Lead, or Support Director.
• Strong understanding of call center metrics like average handle time, first call resolution, and customer satisfaction scores.
• Organized with task delegation, ticket backlog tracking, and queue management.
• Encourages team morale, collaboration, and motivation through recognition and support.
• Can prepare reports, track KPIs, and present insights to management regularly.

Benefits:

• We reward strong leadership — with visibility, respect, and real career growth.
• Your ability to stay calm, think clearly, and lead with empathy sets the tone every day.
• We believe in sustainable performance — not burnout, blame, or pressure without support.
• You’ll be supported by senior leadership who understand support — not just chase volume.
• Access to software like Zendesk, Talkdesk, Salesforce, and QA dashboards — plus performance tools that make sense.

You’ll make sure your team knows the “why,” not just the workflow. You’ll lead by example — demonstrating punctuality, professionalism, and customer-centric behavior every shift. You’ll work cross-functionally with quality assurance, HR, and operations to resolve challenges and improve efficiency. 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 champion best practices, suggest process improvements, and contribute to departmental planning initiatives. 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.