Operational Team Leader

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

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!

Bill Gosling Outsourcing (US)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

Key details:

Office Location: 4410 E Claiborne Square, Suite 235, Hampton, VA 23666, USA

Pay: $20.50 per hour

Contract: 40h per week

Schedule: Open availability needed between Mon-Sat.

Shifts: Monday - Friday between 8am - 9pm ET/ Saturdays between 8am - 3pm ET.

Job Description

• 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

Experience

• Previous experience in an Agent and/or Customer Service role
• Previous experience in a leadership or managerial experience would be an asset
• Previous experience in Collections based campaigns, would be an asset

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!