Operational Team Leader (Banking)

Bill Gosling Outsourcing•Hampton, VA

3d•Onsite

About The Position

Join a Team That’s Passionate About Making Lives Better! At Bill Gosling Outsourcing, we believe that success starts with an amazing team. We are a global leader in outsourcing solutions, we focus on making lives better, one connection at a time. We provide tailored solutions to businesses around the globe, specializing in customer care, sales, and financial services. We’re looking for enthusiastic, driven individuals to join our dynamic work environment where fun meets results! The Team Leader, Operations leads and motivates a team of Prime Advocates 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. We are launching a new partnership with a leading U.S. financial technology company; this role combines exceptional service with sound judgment to resolve member concerns while protecting their money, identity and accounts, ideal candidate will have prior experience within Banking and Fraud expertise.

Requirements

Minimum of 1 year experience as a Team Leader within contact centers, 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 overnights.
Ability to work onsite in Hampton, Virginia.

Nice To Haves

Prior experience within Banking and Fraud expertise

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