Operational Team Leader

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 ! Bill Gosling Outsourcing (US)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 What You'll Do: Key details: Office Location: 4410 E Claiborne Square, Suite 235, Hampton, VA 23666, USA Pay: $20.50 per hour Contract: 40h per week Schedule : Open availability needed between Mon-Sat. Shifts: Monday - Friday between 8am - 9pm ET/ Saturdays between 8am - 3pm ET. Job Description: 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 Experience: Previous experience in an Agent and/or Customer Service role Previous experience in a leadership or managerial experience would be an asset Previous experience in Collections based campaigns, would be an asset Why Join Us? Growth Opportunities : We believe in promoting from within and providing…