**We are still growing with new and exciting opportunities - Be a part of our team!**
Bill Gosling Outsourcing is currently looking for a **Team Leader, Operations** to add to our Team.
As a **Team Leader, Operations **you will:
Lead and motivate 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.
**Key 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
**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/Collection role
Previous experience in 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
**Why work with us?**
- Performance Bonus and Annual merit increase
- Birthday day off (paid), Marriage Leave (3 days paid), and Bereavement Leave (3 days paid)
- Casual Dress Code
- Free counseling sessions
- Point-to-point transportation
- Asociacion solidarista
- Free parking for all employees
- Free coffee/tea all day long
- An amazing work culture where you can learn and grow
- Opportunities for internal growth within the company
- New site - beautiful new office setting with a view
- Onsite games room with a rest & relaxation area
**About us**
Bill Gosling Outsourcing provides business solutions to our clients with various types of services including Customer Service, Accounts Receivable Management, Customer Sales, Contact Centre Technology, and Business Process Outsourcing. With over 60 years in the call centre industry, we have the technology and resources to help our clients get their brand where it needs to be and grow their business.
**Where are we located?**
We are located in the beautiful C.C. El Cafetal in La Ribera de Belén, beside the Marriott.
**CHECK US OUT FOR YOURSELF
