Operations Team Supervisor

hace 7 días


San José, San José, Costa Rica Bill Gosling Outsourcing A tiempo completo

At Bill Gosling Outsourcing, we prioritize the professional growth of our team members. If you are seeking to be part of a dynamic organization with contemporary facilities and a collaborative atmosphere, we invite you to explore this opportunity.

We are expanding and have exciting roles available – Join our team

Bill Gosling Outsourcing is actively searching for a Team Leader, Operations to enhance our workforce.

As a Team Leader, Operations, your responsibilities will include:

Guiding and inspiring a team to achieve peak performance, thereby meeting targets that align with the company's goals. You will provide clear guidance, support, and direction through effective coaching, leadership, and the establishment of SMART objectives.

Key Responsibilities

Deliver coaching and constructive feedback to team members confidently and effectively to boost engagement and enhance performance, including implementing corrective actions when necessary. Collaborate on innovative strategies and process enhancements to elevate team performance. Prepare and present daily, weekly, and monthly reports for both internal and external stakeholders. Be a flexible team player regarding scheduling and be willing to dedicate extra time to support the team as needed. Assist team members in adhering to service level agreements and achieving performance metrics, including handling escalated Supervisor calls and evaluating call recordings. Organize and facilitate team meetings, presentations, and contests to foster engagement among team members and clients. Ensure compliance with Regulatory, Quality, and CBT standards for all employees. Participate in the recruitment, training, and onboarding processes of new employees as needed. Promote the company's core values and programs to motivate and engage employees. Undertake additional duties as assigned.

Education Requirements

North America - A minimum of a High School Diploma or equivalent is required.

Philippines – At least 2 years of post-secondary education or equivalent is required.

Costa Rica – No minimum requirement.

United Kingdom – No minimum requirement.

Trinidad & Tobago – A minimum of 3 CSEC passes is required.

Proficiency in English is mandatory across all locations.

Experience Requirements

Previous experience in a Customer Service or Collection role is essential.

Leadership or managerial experience is preferred.

Certificates/Licenses

Candidates must be eligible for the necessary collection/trace licenses in applicable jurisdictions, if required.

Why Choose Us?

Performance bonuses and annual merit increases. Paid birthday leave, marriage leave (3 days), and bereavement leave (3 days). Casual dress code. Complimentary counseling sessions. Transportation services. Employee parking available. Free coffee and tea throughout the day. A vibrant work culture that fosters learning and growth. Opportunities for internal advancement within the organization. A modern office environment with scenic views. An onsite games room and relaxation area.

About Us

Bill Gosling Outsourcing offers a variety of business solutions, including Customer Service, Accounts Receivable Management, Customer Sales, Contact Centre Technology, and Business Process Outsourcing. With over 60 years of experience in the call center industry, we possess the technology and resources to help our clients enhance their brand and expand their business.



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