Operations Team Manager

hace 3 días


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

Bill Gosling Outsourcing is dedicated to fostering a collaborative environment that promotes career growth and development. Our company offers modern facilities and a dynamic team atmosphere.

We provide business solutions to our clients through various services, including Customer Service, Accounts Receivable Management, Customer Sales, Contact Centre Technology, and Business Process Outsourcing. With over 60 years of experience in the call centre industry, we have the technology and resources to help our clients achieve their goals and expand their businesses.

We are currently seeking a qualified Team Leader, Operations to join our team.

As an Operations Team Manager, you will be responsible for leading and motivating a team to optimize performance levels and contribute to the company's objectives. Key responsibilities include:

  • Confidently delivering coaching and constructive feedback to employees to increase engagement and improve performance, as well as taking corrective action when necessary;
  • Involving yourself in new strategies and process improvements to enhance team performance;
  • Providing daily, weekly, and monthly reports at both internal and external client levels;
  • Being flexible and willing to invest additional time in the team when required;
  • Assisting team members in meeting service level agreements and performance metrics, including handling escalated calls and evaluating call recordings;
  • Creating and facilitating team huddles, presentations, and contests to engage the team and clients;
  • Ensuring all employees adhere to Regulatory Compliance, Quality, and CBT requirements;
  • Participating in the recruiting, training, and onboarding of employees as needed;
  • Championing company core values and other programs to engage and motivate employees;

**Key Requirements:**

A minimum of 1 year of experience in an Agent and/or Customer Service/Collection role, with previous leadership or managerial experience being an asset.

The successful candidate can expect a competitive salary of approximately $70,000 - $90,000 per annum, depending on qualifications and experience. Benefits include:

  • Performance Bonus and Annual Merit Increase;
  • Birthday Day Off (paid), Marriage Leave (3 days paid), and Bereavement Leave (3 days paid);
  • Casual Dress Code;
  • Free Counseling Sessions;
  • Point-to-Point Transportation;
  • Association Solidarista;
  • Free Parking for All Employees;
  • Free Coffee/Tea All Day Long;
  • An Amazing Work Culture Where You Can Learn and Grow;
  • Opportunities for Internal Growth Within the Company;
  • New Site - Beautiful New Office Setting with a View;
  • Onsite Games Room with a Rest & Relaxation Area.

We are located in the beautiful C.C. El Cafetal in La Ribera de Belén, beside the Marriott.



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