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 Workforce Management Team Leader provides real-time feedback and historical reporting to Operational Management, Senior Leadership, and our clients as it pertains to Workforce Management KPI’s and overall operational effectiveness. Their key focus is to drive the Workforce Management real time team, maintaining balance between customer experience (Service Level) and profitability (margin).

What You'll Do:

• Responsible for monitoring incoming call queues to forecast and proactively respond to spikes in call volumes to ensure service levels are met.
• Responsible for monitoring dialler queues with the objective of increasing agent productivity and list penetration.
• Participate in campaign planning processes in order to be aware of needs, required resources, objectives, etc.
• Communicate in real-time with managers and leaders regarding any production issues, which may affect service levels or dialler effectiveness.
• Communicate in real-time any systems issue to IT.
• Review real-time queue reports, data usage reports, daily call trends and real-time and historical outbound dialler data. Identifies any issues and communicates them on an ongoing basis to Management.
• Assist in the projection of staffing requirements for each campaign, as required.
• Assist with the deployment of staff during system outages/emergencies to ensure all client requirements are being met, as required.
• Champion company core values and other company programs.
• Work closely with the Real Time Manager to develop business review and WFM essential. reporting for internal and external.
• Present analysis and information to stakeholders, client side and internal.
• On-board and assist in training new WFM staff members.
• Adopt and drive adoption of WFM innovation.
• Provide feedback to real time analysts as required up to and including performance reviews.
• Other duties and projects as assigned.

What We're Looking For:

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!

 

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Website – https://www.billgosling.com/careers

 

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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!