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! Are you looking for a rewarding career? If so, take a leap now towards this fantastic opportunity to join a global business with amazing people! MAKING LIVES BETTER, ONE CONNECTION AT A TIME For over 60 years, Bill Gosling Outsourcing has been providing provides 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! PURPOSE OF THE POSITION We are seeking a motivated and experienced individual to join our team as a Team Leader. In this role, you will be responsible for overseeing and guiding a team of call center agents to ensure exceptional customer service delivery and achieve performance targets. The ideal candidate will have proven leadership skills, a strong understanding of call center operations, and a passion for coaching and developing team members. This is a Hybrid position and requires you to be able to work onsite from our Hampton, VA office (4410 E. Claiborne Square, Suite 235. Hampton, VA, 23666). Remote work is not available for this role. RESPONSIBILITIES: 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 REQUIREMENTS Minimum of 1 year of experience in a call center environment Previous experience in a leadership or supervisory role is preferred Proven track record of meeting or exceeding performance targets and driving results Strong leadership and coaching skills with the ability to motivate and inspire team members Excellent communication and interpersonal skills Proficiency in call center software and CRM systems Ability to work in a fast-paced and dynamic environment, with a strong focus on customer satisfaction Flexibility to work in shifts, including days, afternoons, Saturdays, and holidays as needed BENEFITS Competitive salary and benefits package Opportunity for professional development and advancement Supportive and collaborative work environment chance to make a positive impact and lead a high-performing team Bill Gosling Outsourcing is committed to ensuring equal access and participation for people with disabilities. People with disabilities will be treated in a way that allows them to maintain their dignity and independence. We believe in integration, and we are committed to meeting the needs of people with disabilities in a timely manner. We will do so by removing and preventing barriers to accessibility and by meeting our accessibility requirements under Ontario’s accessibility laws. Accommodations are available on request for candidates taking part in all aspects of the selection process.