Are you looking for a rewarding career? If so, take a leap now towards this fantastic opportunity to join a global business with amazing people! 

We are seeking a motivated and knowledgeable Floor Support to join our operations team. .  

Start Date: September 23, 2024

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

About Us
Bill Gosling Outsourcing is a global leader in providing innovative customer service, accounts receivable management, and contact center solutions. We pride ourselves on creating a supportive and dynamic work environment that encourages growth and development. We are currently partnering with Atlanta Watershed to deliver exceptional service and are looking for a motivated Floor Support and Team Leader to join our team.

About the Role
The Floor Support role is key in providing guidance and assistance to agents on the floor to ensure the effective and efficient handling of customer interactions and operational tasks. You will act as the first point of contact for agents requiring real-time support and escalation, ensuring adherence to procedures and delivering a high standard of service.

Key Responsibilities:

• Provide real-time support to customer service agents during their interactions with customers.  
• Assist with escalations and complex customer issues, offering guidance and solutions.  
• Ensure adherence to company policies, procedures, and quality standards.  
• Act as a liaison between agents and management to communicate feedback and performance updates.  
• Monitor agent performance and provide coaching to improve productivity and service delivery.  
• Troubleshoot and resolve technical or operational issues that agents may encounter.  
• Assist in training new agents and providing ongoing support to the team.  
• Contribute to a positive and motivating work environment that promotes teamwork and continuous learning.

Qualifications and Skills 

• Proven experience in a customer service or contact center environment, preferably in a support or leadership role.  
• Strong communication skills, both written and verbal.  
• Ability to remain calm and provide clear direction in high-pressure situations.  
• Excellent problem-solving skills and the ability to think on your feet.
• Knowledge of contact center systems and processes.  
• Strong organizational skills and attention to detail.  
• Ability to coach and mentor team members.  
• Flexibility and adaptability to meet changing business needs.

Benefits

• A collaborative and supportive team environment.  
• Opportunities for career advancement and professional development.  
• Competitive compensation package and benefits.  
• A chance to be part of a growing company that values innovation and teamwork.

Why Bill Gosling Outsourcing?  

• Canadian owned company

• We have offices across the Globe – including North America, Philippines, Costa Rica, United Kingdom, Trinidad & Tobago, India 

• Over 60 years of experience in the BPO industry  

• We like to have fun! We strive to create a fun, diverse, and engaging workplace, which promotes both personal and professional growth.  

• Encourage personal and professional growth and development with ongoing training and internal opportunities for career progression  

​Making lives better, one connection at a time – that's what Bill Gosling Outsourcing is all about!