Customer Service, Team Leader - San José, Costa Rica - Bill Gosling Outsourcing

Bill Gosling Outsourcing
Bill Gosling Outsourcing
Empresa verificada
San José, Costa Rica

hace 1 semana

Andrea Rodríguez

Publicado por:

Andrea Rodríguez

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Descripción
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

  • 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
Education

  • North America
  • Minimum High School Diploma or equivalent is required_


  • Philippines

  • Minimum of 2 years postsecondary or equivalent is required_


  • Costa Rica

  • No Minimum requirement_


  • United Kingdom

  • No Minimum requirement_
Experience

  • Previous experience in an Agent and/or Customer Service role_
  • Previous experience in a leadership or managerial experience would be an asset_
  • Certificates/Licenses:
  • Must be able to be licensed with the appropriate collection/trace licenses for all applicable jurisdictions, if required_
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