Bill Gosling Outsourcing is committed to the career development of our people. If you are interested in joining a company with modern facilities and a team environment, click on the "Apply" button to get started!
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
- 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
Education
- North America - Minimum High School Diploma or equivalent is required_
- Philippines - Minimum of 2 years post-secondary or equivalent is required_
- Costa Rica - No Minimum requirement_
- United Kingdom - No Minimum requirement_
- Trinidad & Tobago - Minimum 3 CSEC passes_
- English is compulsory in all locations_
Experience
- Previous experience in an Agent and/or Customer Service role_
- Previous experience in a leadership or managerial experience would be an asset_
- Certificates/Licenses:
- Must be able to be licensed with the appropriate collection/trace licenses for all applicable jurisdictions, if required_