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 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 Youll Do:
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
What Were Looking For:
INFORMATION SECURITY RESPONSIBILITIES
All Information security responsibilities can be located in The Book of Bill (Global) and The Book of Bill (Global) - French. Please note that Information security responsibilities are based on role.
Why Join Us?
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Growth Opportunities : We believe in promoting from within and providing opportunities for career advancement.
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Comprehensive Training : We offer extensive paid training to ensure you re equipped for success.
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Team-Oriented Culture : Work in a collaborative, supportive environment with peers who are passionate about what they do.
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Diversity & Inclusion: We celebrate the unique perspectives and contributions of all our employees.
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Fun Workplace: Join a vibrant team that knows how to have fun! From team engagement activities to social events, we foster a lively and inclusive work environment where you ll build strong connections.
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State-of-the-Art Offices: Work in our modern, well-equipped offices designed to enhance collaboration and productivity.
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Rewarding Work: Help businesses grow while making a real difference in people s lives!
Job Location
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