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Team Leader, Operations
Bill Gosling Outsourcing
Gurugram, IND
Full-time
Mid
Onsite
Discovered 3 weeks ago
Free
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Join a Team That’s 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. We’re looking for enthusiastic, driven individuals to join our dynamic work environment where fun meets results !
What You'll Do:
The Team Leader, Operations leads and motivates a team to optimum performance levels to achieve targets contributing to the company’s objectives. They provide clear and concise direction, support and guidance to the team through effective coaching, leadership and setting SMART objectives
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 team’s 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
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