Operations Team Manager

hace 4 semanas


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

At Bill Gosling Outsourcing, we are committed to the career development of our people. We are seeking a highly motivated and experienced Team Leader, Operations to lead and motivate a team to optimum performance levels to achieve targets contributing to the company's objectives.

Key Responsibilities:

  • Provide clear and concise direction, support and guidance to the team through effective coaching, leadership and setting SMART objectives
  • Deliver coaching and constructive feedback to employees to increase engagement and improve performance, including corrective action through disciplinary processes
  • Involvement and collaboration on new strategies and/or process improvements to better the team's performance
  • Provide daily, weekly and monthly reports at both internal and external client levels
  • Be a 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
  • Create and/or facilitate 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

Requirements:

  • Previous experience in an Agent and/or Customer Service role
  • Previous experience in a leadership or managerial experience would be an asset
  • Must be able to be licensed with the appropriate collection/trace licenses for all applicable jurisdictions, if required

Education:

  • North America - Minimum High School Diploma or equivalent is required
  • Philippines - Minimum of 2 years post-secondary or equivalent is required
  • Costa Rica - No Minimum requirement
  • United Kingdom - No Minimum requirement
  • Trinidad & Tobago - Minimum 3 CSEC passes
  • English is compulsory in all locations

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