Operations Team Leader — Lead, Coach & Elevate Performance

Bill Gosling Outsourcing; Manila; Presencial; PHP 600.000 - 960.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Growth opportunities

Comprehensive training

Team-oriented culture

Diversity & Inclusion

Fun workplace

Descripción de la vacante

Bill Gosling Outsourcing in Manila is seeking a Team Leader, Operations to guide a customer care team to peak performance. You will coach staff, drive process improvements, monitor service levels, and deliver regular reports to clients and internal leadership.

The role emphasizes coaching, compliance, and team development in a dynamic outsourcing environment, with opportunities for growth and a culture that values collaboration and results.

Formación

• Experience in an Agent or Customer Service role.
• Leadership or managerial experience is an asset.

Responsabilidades

• Confidently and effectively deliver coaching and constructive feedback to employees to increase engagement and improve performance.
• 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

Conocimientos

Coaching

Leadership

Performance management

Reporting

Educación

High School Diploma

2+ years post-secondary

No minimum (Costa Rica)

No minimum (UK)

3 CSEC passes (Trinidad & Tobago)

Herramientas

Licensing (jurisdictions)

Descripción del empleo

Bill Gosling Outsourcing in Manila is seeking a Team Leader, Operations to guide a customer care team to peak performance. You will coach staff, drive process improvements, monitor service levels, and deliver regular reports to clients and internal leadership.

The role emphasizes coaching, compliance, and team development in a dynamic outsourcing environment, with opportunities for growth and a culture that values collaboration and results.