Team Leader Nationwide Customer Care

Bill Gosling Outsourcing is committed to the career development of our people. If you are interested in joining a company with modern facilities and a team environment, click on the “Apply” button to get started! We are currently looking for a Team Leader, Operations to support Nationwide in our Glasgow office.
WHAT YOU WILL DO As the Team Leader, Operations you will lead and motivate a team to optimum performance levels to achieve targets contributing to the company’s objectives. You provide clear and concise direction, support and guidance to the team through effective coaching, leadership and setting SMART objectives You will:

• 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

ABOUT YOU

• Previous experience in an Agent and/or Customer Service role
• Previous experience in a leadership or managerial experience would be an asset
• You have successfully completely secondary school. Preference will be given to those who completed post-secondary
• You demonstrate teamwork, open communication and the ability to give and receive constructive feedback.
• You demonstrate job knowledge through understanding of the fundamental skills and procedures.
• You are never satisfied and demonstrate a winning attitude striving for success and productivity
• You take initiative to share or apply best practices in order to improve personal performance and customer experience.
• You are fun and energetic and are engaged at all levels

WHY WORK WITH US Our AMAZING Bill Gosling Outsourcing WORK CULTURE:

• Increasing holiday entitlement (28 to 33 days / year)
• “Birthday” paid time off
• Opportunity to gain NVQ (National Vocational Qualification) and/or SVQ (Scottish Vocational Qualification)
• Annual prize giveaways (inclusive of all expense paid trip)
• Rewards and Peer Recognition programmes
• FREE Employee Assistance Programme and Wellbeing Platform - confidential counselling and wellbeing support service available to all employees, their partner/spouse and dependent children over 16 still living at home and hours of wellbeing content related to sleep, mental health, fitness and nutrition among other topics
• Well Being committee
• Supportive environment
• Work-Life balance
• Opportunity to win incentives
• Healthy Working Lives – GOLD AWARD recipient
• Ongoing support of local charities
• Regular fund-raising events (i.e. bungee jumping, “pie your manager” day, etc.)
• Opportunities for career progression
• Majority of our Production Leadership team started as an agent
• Employee referral programme
• Refer a friend / family and earn extra money for every referral hired
• Casual dress code
• Plus - All the coffee/tea you can handle (in office only)

WHERE ARE WE We have offices across the Globe – Canada (Newmarket, Ontario; London, Ontario; Montreal, Quebec); USA (Richmond, Virginia); Manila, Philippines; San Jose, Costa Rica; Glasgow, UK – please visit our website for additional information : Instagram: @bgocareers
LinkedIn: @BillGoslingOutsourcing