Banking Operations Team Lead — Fraud & Coaching

Bill Gosling Outsourcing; Norfolk (VA); On-site; USD 50,000 - 52,000; Full time

Job summary

Bill Gosling Outsourcing in Norfolk, Virginia, is seeking a Team Leader, Operations to manage a Prime Advocates team, coach for performance, and align with client expectations. The role requires at least 1 year in a Team Leader position within contact centers or fintech, strong English, and willingness to work rotating shifts including overnights on-site in Hampton.

This position offers engagement with a new U.S.

Qualifications

• Minimum of 1 year experience as a Team Leader within contact centers, banking, fintech, and/or collections-based role.
• Strong spoken and written English, with the ability to communicate accurately and clearly.
• Sound judgment and attention to detail.

Responsibilities

• 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

Skills

Team leadership

Coaching

Communication

Decision making

Attention to detail

Multisystem navigation

Shift flexibility

Education

High school diploma or equivalent

Job description

Bill Gosling Outsourcing in Norfolk, Virginia, is seeking a Team Leader, Operations to manage a Prime Advocates team, coach for performance, and align with client expectations. The role requires at least 1 year in a Team Leader position within contact centers or fintech, strong English, and willingness to work rotating shifts including overnights on-site in Hampton.

This position offers engagement with a new U.S.