Impactful Operations Team Leader: Coaching & Growth

Bill Gosling Outsourcing; Hampton (VA); On-site; USD 28,000 - 30,000; Full time

Benefits offered by this job

Growth opportunities

Comprehensive training

Team-oriented culture

Diversity & inclusion

Fun workplace

State-of-the-art offices

Rewarding work

Job summary

Bill Gosling Outsourcing is seeking a Team Leader, Operations to motivate and guide a high-performing team in a dynamic environment. You will coach, manage scheduling, track performance, and drive improvements to meet client expectations.

You’ll deliver feedback, participate in training, and support recruitment and onboarding while upholding regulatory and quality standards. This role offers growth opportunities and a collaborative culture at our Hampton, VA office.

Qualifications

• Experience leading or supervising a team in a contact center or service environment.
• Ability to coach, mentor and provide constructive feedback to staff.
• Background in customer service with focus on performance metrics and SLA adherence.

Responsibilities

• Deliver coaching and constructive feedback to employees to improve engagement and performance.
• Contribute to new strategies and process improvements for team performance.
• Prepare and share daily, weekly, and monthly performance reports for internal and client teams.
• Coordinate scheduling and ensure coverage, supporting team hours tracking and progression.
• Assist in meeting service level agreements and evaluating QA calls and recordings as required.
• Facilitate team huddles, training, onboarding and team engagement activities.
• Ensure regulatory compliance, quality and CBT requirements across the team.
• Support recruiting, training and onboarding of new staff as needed.
• Promote company values and programs to motivate employees.
• Perform other duties as assigned.

Skills

Leadership

Coaching

Customer Service

Team Management

Communication

Education

High School Diploma or equivalent

Post-secondary education or equivalent

Job description

Bill Gosling Outsourcing is seeking a Team Leader, Operations to motivate and guide a high-performing team in a dynamic environment. You will coach, manage scheduling, track performance, and drive improvements to meet client expectations.

You’ll deliver feedback, participate in training, and support recruitment and onboarding while upholding regulatory and quality standards. This role offers growth opportunities and a collaborative culture at our Hampton, VA office.