Team Leader, Operations
Bill Gosling Outsourcing
San Jose (Site 1), Costa Rica
hace 6 días

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

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

About Us

Bill Gosling Outsourcing provides a career opportunity in Customer Service, with various shifts and full time hours in our state-of-the-art call center.

  • We strive to create a fun, diverse, and engaging workplace, which promotes both personal and professional growth. We have offices across the Globe Newmarket, Ontario;
  • London, Ontario; Montreal, Quebec; USA (Richmond, Virginia); Manila, Philippines; San Jose, Costa Rica; Glasgow, UK .

    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

    Twitter & Instagram : bgocareers

    Facebook & Linked : BillGoslingOutsourcing

    Website https : / / www.billgosling.com / careers

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