Team Leader, Operations

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

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.

The Team Leader, Operations

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.

What You’ll Do

• 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!

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!

Twitter & Instagram: bgocareers

Facebook: Bill Gosling Outsourcing

LinkedIn: Bill Gosling Outsourcing

Website – https://www.billgosling.com/careers

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!

AI Use Notice: Bill Gosling Outsourcing utilizes Artificial Intelligence (AI) technologies as part of our hiring and candidate evaluation process. These tools assist our team in reviewing applications and identifying qualifications relevant to the role.