Team Leader, Working, Operations

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 Working, Operations helps to lead 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 and setting SMART objectives. The Working Team Leader reviews account status/information thoroughly by using the tools available and find the best solution for the customer where applicable. Take necessary follow up actions until the customer issues are fully resolved.

What You'll Do:

Confidently and effectively deliver coaching and constructive feedback to employees to increase engagement and improve performance, including, as required, corrective action through disciplinary processes

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

Negotiate payment terms/arrangements if applicable.

Review account status/information thoroughly to understand the customer’s inquiry/need.

Respond to inquiry/need and decide upon the most appropriate solution, if applicable.

Recommend appropriate solutions, products and/or alternative options to resolve customer inquiry/need, if applicable.

Overcome consumer objections; refer complaints immediately to the appropriate MC/TL/relevant department.

Engage with customers on all inbound/outbound calls, emails, and other channels of communication applicable and/ or supports to update customer’s account information

Champion company core values and other company programs to engage and motivate our employees

Other duties as assigned

What We're Looking For:

INFORMATION SECURITY RESPONSIBILITIES

All Information security responsibilities can be located in The Book of Bill (Global) and The Book of Bill (Global) – French. Please note that Information security responsibilities are based on role.

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 –

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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!

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