Team Leader Operations - Lumen

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 You'll 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 We're 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

Get to Know Us Better! Follow us to get an insider view of our team in action, our values in motion, and a sneak peek into what makes us an awesome place to work!

Twitter & Instagram : bgocareers

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

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At Bill Gosling Outsourcing, we believe that diversity makes us stronger. We welcome applicants from all backgrounds and are committed to creating an inclusive and supportive workplace where everyone can thrive. Regardless of your race, gender, age, ability status, or any other characteristic, you are valued here. If you require accommodations at any stage of the hiring process, we are happy to work with you to ensure you have the support you need – just let us know.

Bill Gosling Outsourcing – Where your career thrives!

Skills Required

Leadership, Customer Service, Coaching, performance metrics, Regulatory Compliance