Client Services Manager
hace 7 días
At Bill Gosling Outsourcing, we prioritize the professional growth of our employees. If you are looking to be part of a forward-thinking organization with a collaborative atmosphere, we encourage you to explore this opportunity.
The Operations Team Leader is accountable for the overall effectiveness and financial management of their designated client teams. This role involves establishing goals, evaluating performance metrics, ensuring that both the organization and personnel achieve their targets, and delivering dependable, high-quality support to our clients. Additionally, the Team Leader is tasked with recruiting, training, preparing, and inspiring their teams to deliver outstanding service to customers and clients.
- Oversee performance management and ensure team productivity through goal setting and KPI assessments.
- Analyze reports to identify trends, uncover opportunities, and formulate strategies to enhance processes and procedures, ensuring that organizational performance objectives are met and surpassed.
- Supervise staffing levels in alignment with the Resource Balancing Plan to guarantee the efficient and effective allocation of company resources.
- Make recommendations regarding hiring, transfers, promotions, or terminations as necessary.
- Interact with clients in a professional and appropriate manner, adhering to the Company's Mission Statement and Policies.
- Maintain precise records of employee and client performance metrics, including performance evaluations, quality assessments, attendance logs, disciplinary records, productivity, and billing reports.
- Advocate for the company's core values and other initiatives to engage and motivate our workforce.
- Perform additional responsibilities as assigned.
Educational Requirements
North America - A minimum of a High School Diploma or equivalent is required.
Philippines – A minimum of 2 years post-secondary education or equivalent is required.
Costa Rica – No minimum educational requirement.
United Kingdom – No minimum educational requirement.
Trinidad & Tobago – A minimum of 3 CSEC passes is required.
Proficiency in English is mandatory across all locations.
Experience Requirements
Prior experience in a Team Leader role is essential.
Experience in a leadership or managerial capacity is required.
Certifications/Licenses:
Candidates must possess the necessary licenses for collection/trace activities in all relevant jurisdictions, if applicable.
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