Operational Team Leader

Bill Gosling Outsourcing•Hampton, VA

6d•Onsite

About The Position

The Team Leader, Operations leads and motivates a team to optimum performance levels to achieve targets contributing to the company’s objectives. They provide clear and concise direction, support and guidance to the team through effective coaching, leadership and setting SMART objectives.

Requirements

Previous experience in an Agent and/or Customer Service role
Minimum High School Diploma or equivalent is required (North America)
Minimum of 2 years post-secondary or equivalent is required (Philippines)
No Minimum requirement (Costa Rica)
No Minimum requirement (United Kingdom)

Nice To Haves

Previous experience in a leadership or managerial experience would be an asset
Previous experience in Collections based campaigns, would be an asset

Responsibilities

Confidently and effectively deliver coaching and constructive feedback to employees to increase engagement and improve performance, including, as required, corrective action through disciplinary processes
Involvement and collaboration on new strategies and/or process improvements to better the team’s performance
Daily, weekly and monthly reports provided at both internal and external client levels
Flexible team player in respect to scheduling and willing to invest additional time in to the team when necessary; including coverage when required and support in team hours tracking/progression throughout each month
Assist team members to ensure service level agreements are adhered to and performance metrics met, including, but not limited to: taking escalated Supervisor calls, evaluating call recordings and QA call review, if applicable based on client requirements
Creating and/or facilitating team huddles, presentations and team contest to engage our team and/or clients
Ensure all employees are in line with Regulatory Compliance, Quality and CBT requirements
Assist and participate in the recruiting, training and onboarding of employees, when required
Champion company core values and other company programs to engage and motivate our employees
Other duties as assigned