Operations Team Leader (21169)

This role involves leading, mentoring, and motivating team members to achieve performance targets and deliver high-quality service. The Team Leader will also handle administrative tasks, manage workflow, and implement process improvements.

For over 65 years, Bill Gosling Outsourcing has been providing 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. We strive to create a fun, diverse, and engaging workplace, which promotes both personal and professional growth. Come soar alongside our Goslings, our clients, and our shared customers in one glorious, honking flock!

 We are currently seeking motivated and results-driven individuals to join our call center team as a Team Leader! The Operations Team Leader is responsible for overseeing the daily activities of a team to ensure efficient and effective operations. This role involves leading, mentoring, and motivating team members to achieve performance targets and deliver high-quality service. The Team Leader will also handle administrative tasks, manage workflow, and implement process improvements.

Key Responsibilities
1. Team Management:

•  Lead and supervise a team of employees, providing guidance and support.

• Conduct regular performance evaluations and provide constructive feedback.

• Develop and implement training programs to enhance team skills.

2. Operational Oversight:

• Monitor daily operations to ensure adherence to company policies and procedures.

• Manage workflow and assign tasks to ensure optimal efficiency.

• Resolve operational issues and escalate problems as necessary.

3. Performance Monitoring:

•  Track and report on key performance indicators (KPIs) and metrics.

• Conduct regular team meetings to review performance and discuss improvements.

• Implement strategies to achieve team goals and improve overall performance.

4. Process Improvement:

•  Identify areas for process optimization and efficiency gains.

• Collaborate with other departments to streamline operations.

• Implement and monitor process changes to ensure effectiveness

5. Customer Service:

• Ensure high levels of customer satisfaction through excellent service.

• Handle escalated customer issues and complaints effectively.

• Develop strategies to enhance the customer experience.

Requirements

•  Minimum of 1-2 years in an agent role

• Previous experience in a supervisory or leadership role is preferred

• Experience in operations management within the relevant industry is highly desirable

Skills

•  Strong leadership and team management skills.

• Excellent communication and interpersonal abilities.

• Analytical thinking and problem-solving skills.

• Ability to multitask and manage multiple priorities.

• Proficiency in using operational software and Microsoft Office Suite.