AM Operations

Bill Gosling Outsourcing; Gurugram District; On-site; INR 900,000 - 1,800,000; Full time

Benefits offered by this job

Growth opportunities

Comprehensive training

Team-oriented culture

Diversity & Inclusion

Fun workplace

Modern offices

Career growth

Job summary

Bill Gosling Outsourcing in India is seeking a Managing Coach, Operations to lead client groups, manage budgets, set objectives, and drive performance across teams. This role involves hiring, training, motivating staff, and ensuring consistent service quality for customers.

You will oversee KPI analysis, reporting trends, and staffing allocation while upholding the company mission and policies. Strong leadership and compliance with licenses where required are essential.

Qualifications

• Experience leading teams in a contact center or similar environment.
• Ability to hire, train, preparing and motivating staff to provide excellent service.
• Must be able to be licensed with the appropriate collection/trace licenses for all applicable jurisdictions, if required.
• English is compulsory in all locations.

Responsibilities

• Responsible for performance management and ensure productivity (e.g. setting objectives and reviewing KPI’s)
• Review and analyze reporting for trend. Identify areas of opportunity and develop strategies to improve processes and procedures to ensure Company performance goals are met and exceeded
• Monitor staffing levels in accordance with the Resource Balancing Plan to ensure that Company resources are being efficiently and effectively allocated
• Recommend hiring, transfer, promotion, or dismissal of staff, as is appropriate
• Deal with clients in a professional and appropriate manner, in accordance with the Company's Mission Statement and Company Policy
• Maintain accurate records of employee and client performance data, including, but not limited to performance reviews, quality audits, attendance records, disciplinary documentation, productivity and billing reports
• Champion company core values and other company programs to engage and motivate our employees
• Other duties as assigned

Skills

Team Leadership

Performance management

KPI analysis

Staffing planning

Hiring decisions

Training & mentoring

Job description

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!

Bill Gosling India Private LimitedThe Managing Coach, Operations is responsible for the overall performance and budget of their client groups. They set objectives, analyze metrics, ensure that the company and staff meet goals and provide reliable, efficient support for our clients. They are also responsible for hiring, training, preparing and motivating their teams to provide excellent service to customers and clients.

What You'll Do

The Managing Coach, Operations is responsible for the overall performance and budget of their client groups. They set objectives, analyze metrics, ensure that the company and staff meet goals and provide reliable, efficient support for our clients. They are also responsible for hiring, training, preparing and motivating their teams to provide excellent service to customers and clients.

• Responsible for performance management and ensure productivity (e.g. setting objectives and reviewing KPI’s)
• Review and analyze reporting for trend. Identify areas of opportunity and develop strategies to improve processes and procedures to ensure Company performance goals are met and exceeded
• Monitor staffing levels in accordance with the Resource Balancing Plan to ensure that Company resources are being efficiently and effectively allocated
• Recommend hiring, transfer, promotion, or dismissal of staff, as is appropriate
• Deal with clients in a professional and appropriate manner, in accordance with the Company's Mission Statement and Company Policy
• Maintain accurate records of employee and client performance data, including, but not limited to performance reviews, quality audits, attendance records, disciplinary documentation, productivity and billing reports
• 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 a Team Leader position is required

Certificates/Licenses

• Previous experience in a leadership or managerial role required
• Must be able to be licensed with the appropriate collection/trace licenses for all applicable jurisdictions, if required

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

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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!