Operations Team Leader

Bill Gosling Outsourcing; Manila; On-site; PHP 670,000 - 1,004,000; Full time

Benefits offered by this job

Growth opportunities

Comprehensive training

Team culture

Diversity & Inclusion

Fun workplace

Modern offices

Impactful work

Job summary

Bill Gosling Outsourcing in Manila is seeking an Operations Team Leader to guide a group of agents, drive service excellence, and ensure efficient workflows.

You will coach, monitor performance with key metrics, conduct reviews, and partner with cross-functional teams to implement improvements. The role emphasizes a positive team environment, privacy compliance, and career growth within a global outsourcing leader.

Qualifications

• 2+ years leading teams in contact center or outsourcing.
• Experience coaching agents and giving constructive feedback.
• Strong analytical skills with performance metrics experience.
• Ability to work cross-functionally across teams.

Responsibilities

• Lead, coach and inspire a team of agents to meet performance goals and deliver great service.
• Monitor team performance with metrics and align with company objectives.
• Provide real-time feedback and conduct performance reviews with coaching plans.
• Oversee daily operations, ensure efficient workflows and policy adherence.
• Collaborate with cross-functional teams to identify process improvements and implement solutions.
• Maintain records and documentation in line with privacy standards.
• Address escalated issues and implement effective resolutions.
• Foster a positive environment that supports accountability and growth.

Skills

Team leadership

Coaching & mentoring

Performance management

Operations alignment

Stakeholder collaboration

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!

We’re looking for a Operations Team Leaders to join our team and manage a group of dedicated agents. In this role, you’ll be instrumental in ensuring operational excellence, mentoring your team, and delivering outstanding results.

What You’ll Do:

• Lead, coach and inspire a team of agents to achieve performance goals and deliver exceptional service
• Monitor and evaluate team performance using key metrics to ensure alignment with company objectives
• Provide real-time feedback, conduct performance reviews and support team development through tailored coaching plans
• Oversee daily operations, ensuring efficient workflows and adherence to company policies and industry regulations
• Collaborate with cross-functional teams to identify opportunities for process improvements and implements solutions
• Maintain accurate records and documentation, ensuring compliance with company standards and privacy regulations
• Address and resolve escalated issues, providing clear and effective solutions
• Foster a positive team environment that promotes accountability, professional growth, and employee engagement

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!

Bill Gosling Outsourcing – Where your career thrives!

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.