Operational Team Leader

Bill Gosling Outsourcing•Hampton, VA

5d•Onsite

About The Position

Bill Gosling Outsourcing is a global leader in outsourcing solutions, specializing in customer care, sales, and financial services. They are seeking enthusiastic and driven individuals to join their dynamic work environment. The Team Leader, Operations will lead and motivate a team to achieve optimal performance levels and contribute to company objectives by providing clear direction, support, and guidance 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 (for North America).
Minimum of 2 years post-secondary or equivalent is required (for Philippines).
No Minimum requirement (for Costa Rica and 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.
Provide daily, weekly, and monthly reports at both internal and external client levels.
Be a 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.
Create and/or facilitate 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.