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 Team Leader 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
As a Team Leader at Bill Gosling Outsourcing, you will be responsible for leading and managing a team of customer service agents to achieve performance goals. You will play a key role in coaching and developing your team, ensuring that they provide excellent customer service, meet key performance indicators (KPIs), and adhere to company policies and procedures.

Key Responsibilities:

• Lead, motivate, and manage a team of customer service agents to achieve individual and team targets.
• Monitor and evaluate team performance, providing regular feedback, coaching, and development opportunities.
• Conduct daily team meetings to discuss performance metrics, share updates, and address any challenges.
• Handle escalated customer inquiries and resolve issues in a timely and effective manner.
• Collaborate with other departments to ensure a seamless customer experience and meet client expectations.
• Implement strategies to improve team efficiency, productivity, and overall performance.
• Maintain accurate records of team performance and prepare regular reports for management.
• Ensure compliance with company policies, procedures, and client requirements.
• Foster a positive and inclusive team culture, encouraging open communication and collaboration.

Qualifications and Skills 

• Previous experience in a supervisory or team leader role within a contact center environment.
• Strong leadership and people management skills, with a proven ability to motivate and develop teams.
• Excellent communication and interpersonal skills, with the ability to handle escalations professionally.
• Strong problem-solving abilities and a customer-focused mindset.
• Proficiency in using contact center software and reporting tools.
• Ability to work in a fast-paced environment and manage multiple priorities effectively.
• Flexibility to work various shifts, including evenings and weekends, as needed.

What We Offer

• Competitive salary and benefits package.
• Opportunities for professional growth and career advancement.
• A positive and inclusive workplace culture.
• Comprehensive training and development programs.

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!