Overview
At Bill Gosling Outsourcing, we provide business solutions to our clients with various types of services including Customer Service, Accounts Receivable Management, Customer Sales, Contact Centre Technology, and Business Process Outsourcing. With over 60 years in the call centre industry, we have the technology and resources to help our clients get their brand where it needs to be and grow their business.We strive to create a fun, diverse, and engaging workplace which promotes both personal and professional growth.We are looking to hire a Team Leader for our Trinidad & Tobago office.WHAT WILL YOU DO? Confidently and effectively deliver coaching and constructive feedback to employees to increase engagement and improve performance, including, as required, corrective action through disciplinary processesInvolvement and collaboration on new strategies and/or process improvements to better the team’s performanceDaily, weekly and monthly reports provided at both internal and external client levelsFlexible team player in respect to scheduling and willing to invest additional time in to the team when necessary; including coverage when required and support in team hours tracking/progression throughout each monthAssist team members to ensure service level agreements are adhered to and performance metrics met, including, but not limited to: taking escalated Supervisor calls, evaluating call recordings and QA call review, if applicable based on client requirementsCreating and/or facilitating team huddles, presentations and team contest to engage our team and/or clientsAssist and participate in the recruiting, training and onboarding of employees, when requiredOther duties as assignedWHY WORK WITH US?Competitive SalaryAmazing work culture where you can learn and grow ABOUT YOUPrevious experience in an agent and/or customer service role is requiredPrevious experience in a leadership or managerial position would be an assetYou enjoy talking to people on the phoneYou are empathetic, a good listener, and want to help othersYou have a desire to grow and drive your career forward
