Team Leader, Operations

Bill Gosling Outsourcing; Gurugram District; On-site; INR 600,000 - 1,200,000; Full time

Benefits offered by this job

Growth opportunities

Comprehensive training

Team-oriented culture

Diversity & Inclusion

Fun workplace

Modern offices

Meaningful work

Job summary

Bill Gosling Outsourcing is seeking a Team Leader, Operations to drive a motivated customer service team toward peak performance. You will coach, set SMART objectives, and deliver regular performance updates to clients and leadership.

In this role you’ll participate in recruitment, onboarding, training, and process improvements while ensuring regulatory compliance and quality standards. A leadership background in a contact center is preferred.

Qualifications

• Minimum High School Diploma or equivalent required in relevant locations.
• Experience in agent or customer service roles.
• Leadership or managerial experience is an asset.
• Must be able to be licensed with applicable licenses if required.

Responsibilities

• Coach and provide feedback to improve engagement and performance.
• Collaborate on strategies and process improvements.
• Produce daily, weekly and monthly reports for internal and client levels.
• Assist with scheduling and coverage; support in tracking progress.
• Ensure adherence to SLAs and performance metrics; handle escalated calls as needed.
• Create and facilitate team huddles, presentations and contests.
• Ensure compliance with regulatory, quality and CBT requirements.
• Assist in recruiting, training and onboarding when required.
• Promote company core values and programs to engage employees.
• Other duties as assigned.

Skills

Team leadership

Coaching

Customer service

Training & onboarding

Recruitment

Communication

Regulatory compliance

Reporting & analytics

Education

High School Diploma or equivalent (North America)

Post-secondary education (Philippines)

No minimum (Costa Rica)

No minimum (UK)

3 CSEC passes (Trinidad & Tobago)

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!

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

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!

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!