Operational Team Leader (Banking)

Bill Gosling Outsourcing; Hampton (VA); On-site; USD 50,000 - 52,000; 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 in Hampton, VA. You will lead Prime Advocates to peak performance, coach staff, and drive results while protecting member data and complying with regulatory standards.

The role requires 1+ year in a Team Leader position within contact centers, banking fintech, or collections, a high school diploma, and strong English communication. Onsite work in Hampton with rotating shifts is required.

Qualifications

• Minimum 1 year experience as a Team Leader in contact centers, banking fintech, or collections.
• High school diploma or equivalent.
• Strong spoken and written English, with clear communication.
• Good judgment and attention to detail; know when escalation is needed.
• Ability to work onsite in Hampton, Virginia.

Responsibilities

• Coach and provide feedback to employees to boost engagement and performance.
• Collaborate on new strategies and process improvements to improve team performance.
• Produce daily, weekly and monthly reports for internal and client levels.
• Be flexible with scheduling and cover team hours as needed; including overtime when required.
• Ensure service levels are met and performance metrics achieved; handle escalated supervisor calls.
• Facilitate team huddles, presentations and contests to engage the team and clients.
• Maintain regulatory compliance,Quality/CBT requirements; ensure adherence.
• Assist in recruiting, training and onboarding of employees.
• Champion company core values and programs to motivate staff.

Skills

Team leadership

English proficiency

Education

High school diploma

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!

The Team Leader, Operations leads and motivates a team of Prime Advocates 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.

We are launching a new partnership with a leading U.S. financial technology company; this role combines exceptional service with sound judgment to resolve member concerns while protecting their money, identity and accounts, ideal candidate will have prior experience within Banking and Fraud expertise.

What You’ll Do:

Key Details:

• Salary: $50,000–$52,000 annually
• Experience: Banking and fraud expertise preferred
• Availability: Full availability required, including the possibility of overnight shifts
• Location: 4410 E Claiborne Square, Suite 235, Hampton, VA 23666, USA

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

Required 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.

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

By applying to this position, you acknowledge that you have read and understood Bill Gosling Outsourcing’s privacy policy here- https://www.billgosling.com/privacy-policy and consent to the collection, use, and storage of personal information in accordance with the policy.

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!