Team Leader, Gls

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!

• 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_