Operational Team Leader (Banking)

Join a Team Thats Passionate About Making Lives Better!

At Bill Gosling Outsourcing we believe that success starts with an amazing team. We are a global leader in outsourcing solutions we focus on making lives better one connection at a time. We provide tailored solutions to businesses around the globe specializing in customer care sales and financial services. Were looking for enthusiastic driven individuals to join our dynamic work environment where fun meets results !

The Team Leader Operations leads and motivates a team of Prime Advocates to optimum performance levels to achieve targets contributing to the companys objectives. They provide clear and concise direction support and guidance to the team through effective coaching leadership and setting SMART objectives.

We are launching a new partnership with a leading U.S. financial technology company; they pride themselves in delivery a white glove service to all its customers - this role combines exceptional service with sound judgment to resolve member concerns while protecting their money identity and accounts ideal candidate will have prior experience within Banking and Fraud expertise.

What Youll Do:

Key Details:

• Salary: $50000$52000 annually
• Experience: Banking and fraud expertise preferred
• Availability: Full availability required including the possibility of overnight shifts
• Location: Norfolk VA

Job Description:

• Confidently and effectively deliver coaching and constructive feedback to employees to increase engagement and improve performance including as required corrective action through disciplinary processes
• Involvement and collaboration on new strategies and/or process improvements to better the teams 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; including coverage when required and support in team hours tracking/progression throughout each month
• Assist 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 requirements
• Creating and/or facilitating team huddles presentations and team contest 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
• Other duties as assigned

Required Qualifications:

• Minimum of 1 year experience as a Team Leader within contact centers banking fintech and/ or collections-based role
• High school diploma or equivalent
• Strong spoken and written English with the ability to communicate accurately and clearly
• Sound judgment attention to detail and the ability to recognize when escalation is necessary
• Confidence navigating multiple systems while managing customer interactions.
• Availability for rotating shifts including weekends holidays and overnights.
• Ability to work onsite in Hampton Virginia.

Why Join Us

• Growth Opportunities : We believe in promoting from within and providing opportunities for career advancement.

• Comprehensive Training : We offer extensive paid training to ensure youre equipped for success.

• Team-Oriented Culture : Work in a collaborative supportive environment with peers who are passionate about what they do.

• Diversity & Inclusion: We celebrate the unique perspectives and contributions of all our employees.

• Fun Workplace: Join a vibrant team that knows how to have fun! From team engagement activities to social events we foster a lively and inclusive work environment where youll build strong connections.

• State-of-the-Art Offices: Work in our modern well-equipped offices designed to enhance collaboration and productivity.

• Rewarding Work: Help businesses grow while making a real difference in peoples lives!

Get to Know Us Better! Follow us to get an insider view of our team in action our values in motion and a sneak peek into what makes us an awesome place to work!

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At Bill Gosling Outsourcing we believe that diversity makes us stronger. We welcome applicants from all backgrounds and are committed to creating an inclusive and supportive workplace where everyone can thrive. Regardless of your race gender age ability status or any other characteristic you are valued here. If you require accommodations at any stage of the hiring process we are happy to work with you to ensure you have the support you need just let us know.

Bill Gosling Outsourcing Where your career thrives!

Required Experience:

Manager