Operational Team Leader (Banking)

Bill Gosling Outsourcing • Norfolk, VA

8d • Onsite

About The Position

The Operational Team Leader leads and motivates a team of Prime Advocates to achieve performance targets and contribute to company objectives. The role provides direction, support, and guidance through coaching, leadership, and setting SMART objectives. It supports a new partnership with a U.S. financial technology company, delivering high-quality service while resolving member concerns and protecting their money, identity, and accounts. Banking and fraud expertise are preferred.

The position is based onsite in Hampton, Virginia, with full availability required for rotating shifts, including possible overnight shifts, weekends, and holidays. The role involves coaching and performance management, reporting, process improvement, service-level and quality support, team engagement, regulatory compliance, and assisting with recruiting, training, and onboarding.

Requirements

• At least 1 year of experience as a Team Leader within a contact center, banking, fintech, and/or collections-based role.
• High school diploma or equivalent.
• Strong spoken and written English, with the ability to communicate accurately and clearly.
• Sound judgment, attention to detail, and the ability to recognize when escalation is necessary.
• Confidence navigating multiple systems while managing customer interactions.
• Availability for rotating shifts, including weekends, holidays, and overnight shifts.
• Ability to work onsite in Hampton, Virginia.

Nice To Haves

• Banking and fraud expertise.

Responsibilities

• Coach employees and provide constructive feedback to improve engagement and performance, including corrective action through disciplinary processes when required.
• Collaborate on strategies and process improvements to improve team performance.
• Prepare daily, weekly, and monthly reports for internal and external clients.
• Adapt to scheduling needs, invest additional time when necessary, provide coverage when required, and support tracking team hours and progress throughout each month.
• Help team members meet service-level agreements and performance metrics by taking escalated supervisor calls, evaluating call recordings, and conducting quality-assurance call reviews where applicable.
• Create or facilitate team huddles, presentations, and contests to engage employees and clients.
• Ensure employees comply with regulatory, quality, and CBT requirements.
• Assist with and participate in recruiting, training, and onboarding employees when required.
• Champion company core values and programs to engage and motivate employees.
• Perform other duties as assigned.

Benefits

• Career growth opportunities and promotion from within.
• Extensive paid training.
• Collaborative and supportive team-oriented culture.
• Inclusive workplace that celebrates diverse perspectives and contributions.
• Team engagement activities and social events.
• Modern, well-equipped offices designed to enhance collaboration and productivity.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: High school or GED