Team Leader, Operations

Bill Gosling; Gurugram District; On-site; INR 600,000 - 900,000; Full time

Job summary

Bill Gosling Outsourcing Corp. in Gurgaon, India invites a Team Leader, Operations to inspire and lead a team to peak performance, delivering clear direction, coaching, and SMART objectives aligned with client targets.

The role focuses on driving process improvements, monitoring performance metrics, delivering regular reports to internal and external clients, supporting recruitment and onboarding, and championing our core values and compliance.

Qualifications

• North America - 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

Responsibilities

• Lead and coach team to achieve optimum performance and targets.
• Collaborate on new strategies and process improvements.
• Prepare daily, weekly and monthly reports for internal and client levels.
• Schedule coverage and monitor team hours progression.
• Ensure SLAs are adhered to and performance metrics are met.
• Assist in recruiting, training and onboarding of employees.
• Champion company core values and programs to engage employees.
• Perform other duties as assigned.

Education

High School Diploma (North America)

2+ years post-secondary (Philippines)

3 CSEC passes (Trinidad & Tobago)

Job description

Job Summary

Bill Gosling Outsourcing Corp. 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.

Responsibilities

• 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