Operational Team Leader (Banking)

At Bill Gosling Outsourcing, we believe that success starts with an amazing team. We are a global leader in outsourcing solutions, focused 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!

The Team Leader, Operations leads and motivates a team of Prime Advocates 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. We are launching a new partnership with a leading U.S. financial technology company; they pride themselves in delivering 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.

Key Details

• Salary: $50,000–$52,000 annually
• Experience: Banking and fraud expertise preferred
• Availability: Full availability required, including the possibility of overnight shifts
• Location: Norfolk, VA

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 into 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 contests 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

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

Benefits

• Growth Opportunities: We believe in promoting from within and providing opportunities for career advancement.
• Comprehensive Training: We offer extensive paid training to ensure you’re 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 you’ll 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 people’s lives!