Operational Team Leader

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.

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

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

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 opportunities for career advancement.

Comprehensive Training: We offer extensive paid training to ensure you’re equipped for success.

Team-Oriented Culture: Work in a collaborative, supportive environment with peers who are passionate about what they do.

Diversity & Inclusion: We celebrate the unique perspectives and contributions of all our employees.

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.

State-of-the-Art Offices: Work in our modern, well-equipped offices designed to enhance collaboration and productivity.

Rewarding Work: Help businesses grow while making a real difference in people’s lives!

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

Facebook: Bill Gosling Outsourcing

LinkedIn: Bill Gosling Outsourcing

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

By applying to this position, you acknowledge that you have read and understood Bill Gosling Outsourcing’s privacy policy here- https://www.billgosling.com/privacy-policy and consent to the collection, use, and storage of personal information in accordance with the policy.

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!