Banking & Fraud Operations Team Leader – Grow & Lead

Bill Gosling Outsourcing; Hampton (VA); Sur place; USD 50 000 - 52 000; Plein temps

Résumé du poste

Bill Gosling Outsourcing in Hampton, VA is seeking a Team Leader, Operations to guide and motivate a team of Prime Advocates toward targets, providing clear direction and coaching. The role supports a new partnership in banking and fraud with emphasis on service, sound judgment, and compliance.

On-site duties include coaching, performance management, and collaboration on process improvements. This position requires 1+ year Team Leader experience in contact centers or banking fintech, rotating

Qualifications

• Minimum of 1 year experience as a Team Leader within contact centers, banking, fintech, and/ or collections-based role
• High school diploma or equivalent
• Strong spoken and written English, with the ability to communicate accurately and clearly
• Sound judgment, attention to detail and the ability to recognize when escalation is necessary
• Confidence navigating multiple systems while managing customer interactions.
• Availability for rotating shifts, including weekends, holidays and overnights.
• Ability to work onsite in Hampton, Virginia.

Responsabilités

• 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

Connaissances

Team Leader experience

Contact centers

Banking fintech

English proficiency

Formation

High school diploma

Description du poste

Bill Gosling Outsourcing in Hampton, VA is seeking a Team Leader, Operations to guide and motivate a team of Prime Advocates toward targets, providing clear direction and coaching. The role supports a new partnership in banking and fraud with emphasis on service, sound judgment, and compliance.

On-site duties include coaching, performance management, and collaboration on process improvements. This position requires 1+ year Team Leader experience in contact centers or banking fintech, rotating