Operations Team Manager

hace 19 horas


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

About Us

Bill Gosling Outsourcing is a leading provider of business solutions, offering a range of services including customer service, accounts receivable management, and contact centre technology.

Job Overview

We are seeking an experienced Operations Team Manager to join our team. In this role, you will be responsible for leading a team to achieve optimum performance levels and contribute to the company's objectives.

Key Responsibilities

  • Lead and motivate a team to achieve targets and contribute to the company's objectives.
  • Provide clear direction, support, and guidance to the team through effective coaching and leadership.
  • Deliver coaching and constructive feedback to employees to increase engagement and improve performance.
  • Involvement in new strategies and process improvements to better the team's performance.
  • Daily, weekly, and monthly reports provided at both internal and external client levels.
  • Flexible team player in respect to scheduling and willing to invest additional time in to the team when necessary.
  • Assist team members to ensure service level agreements are adhered to and performance metrics met.
  • Creating and/or facilitating team huddles, presentations, and team contests to engage our team and/or clients.
  • Ensure all employees are in line with Regulatory Compliance, Quality, and CBT requirements.
  • Assist and participate in the recruiting, training, and onboarding of employees, when required.
  • Champion company core values and other company programs to engage and motivate our employees.

Required Skills and Qualifications

To be successful in this role, you will need:

  • Previous experience in an Agent and/or Customer Service/Collection role.
  • Leadership or managerial experience would be an asset.
  • Ability to be licensed with the appropriate collection/trace licenses for all applicable jurisdictions, if required.

Benefits

We offer a range of benefits, including:

  • 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.
  • Asociacion 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.


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