Team Leader - Operations

Bill Gosling Outsourcing; Gurugram District; On-site; INR 500,000 - 800,000; Full time

Benefits offered by this job

Growth opportunities

Comprehensive training

Team-oriented culture

Diversity & inclusion

Fun workplace

State-of-the-art offices

Rewarding work

Job summary

Bill Gosling Outsourcing is looking for a Team Leader, Operations in Gurugram, Haryana. The successful candidate will lead a team, provide coaching and feedback, and assist in achieving performance targets. Required qualifications include a High School Diploma and prior customer service experience. The role offers opportunities for growth and a dynamic team-oriented environment. Enjoy a fun workplace with training and modern facilities while helping businesses thrive.

Qualifications

• Must have previous experience in an agent and/or customer service role.
• Previous experience in a leadership or managerial role is an asset.
• Must be licensed with the appropriate collection/trace licenses if required.

Responsibilities

• Lead and motivate a team to achieve performance targets.
• Provide coaching and constructive feedback to enhance engagement.
• Create daily, weekly, and monthly reports for clients.
• Assist team with service level agreements and performance metrics.
• Participate in recruiting, training, and onboarding when needed.

Skills

Leadership skills

Coaching abilities

Customer service experience

Team collaboration

Education

High School Diploma or equivalent

Job description

Join a Team That’s Passionate About Making Lives Better!

At Bill Gosling Outsourcing, we believe success starts with an amazing team. We are a global leader in outsourcing solutions, 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.

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.

• Deliver coaching and constructive feedback to employees to increase engagement and improve performance, including corrective action through disciplinary processes.
• Collaborate on new strategies and process improvements to enhance team performance.
• Provide daily, weekly and monthly reports to internal and external clients.
• Flexible team player regarding scheduling, including coverage and support in team hours tracking.
• Assist team members to ensure service level agreements are adhered to and performance metrics met, including taking escalated Supervisor calls, evaluating call recordings and QA reviews, if applicable.
• Create and facilitate team huddles, presentations and contests to engage our team and/or clients.
• Ensure all employees comply with regulatory compliance, quality, and CBT requirements.
• Participate in recruiting, training and onboarding of employees when required.
• Champion company core values and programs to engage and motivate 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 role would be an asset.

Certificates / Licenses

Must be able to be licensed with the appropriate collection/trace licenses for all applicable jurisdictions if required.

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?

• Growth opportunities: We promote from within and provide 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 employees.
• Fun workplace: Join a vibrant team that knows how to have fun; from team engagement activities to social events.
• State‑of‑the‑art offices: Work in modern, well‑equipped offices designed for collaboration and productivity.
• Rewarding work: Help businesses grow while making a real difference in people’s lives!

By applying to this position, you acknowledge that you have read and understood Bill Gosling Outsourcing’s 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 an inclusive and supportive workplace where everyone can thrive. 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!