Team Leader, Operations - London, Canada - Bill Gosling Outsourcing

Bill Gosling Outsourcing

Verified Company

London, Canada

3 weeks ago

Posted by:

Sophia Lee

beBee Recruiter

Description

Bill Gosling Outsourcing is committed to the career development of our people. If you are interested in joining a company with modern facilities and a team environment, click on the "Apply" button to get started

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.

You will:

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

Minimum High School Diploma or equivalent is required_

Experience

Previous experience in an Agent and/or Customer Service role_
Previous experience in a leadership or managerial experience would be an asset_
Certificates/Licenses:
Must be able to be licensed with the appropriate collection/trace licenses for all applicable jurisdictions, if required_
WHO ARE WE
Bill Gosling Outsourcing provides business solutions to our clients with various types of services including Customer Service, Accounts Receivable Management, Customer Sales, Contact Centre Technology, and Business Process Outsourcing. With over 60 years in the call centre industry, we have the technology and resources to help our clients get their brand where it needs to be and grow their business.
WHERE ARE WE
We have offices across the Globe
Canada (Newmarket, Ontario; London, Ontario; Montreal, Quebec); USA (Richmond, Virginia); Manila, Philippines; San Jose, Costa Rica; Glasgow, UK please visit our website for additional information