Team Leader, Collections
Bill Gosling Outsourcing
Newmarket, ON

Bill Gosling Outsourcing 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. With over 60 years in the call centre industry, we have the technology and resources to help our clients get their brand where it needs to be and grow their business.

We provide career opportunities in Customer Service & Collections, with various shifts and full time hours in our state-of-the-art call centre. We strive to create a fun, diverse, and engaging workplace which promotes both personal and professional growth.

We are currently hiring for Team Leaderto add to our company.

WHAT YOU WILL DO

  • Confidently and effectively deliver coaching and constructive feedback to agents to improve performance, including as required corrective action through disciplinary processes
  • Candidate must bring to the position a strong understanding of a successful collection call flow/strategy
  • Ensure client or Senior Management inquiries are responded to professionally in a timely fashion
  • 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
  • Assist in team timekeeping in Synerion
  • Flexible team player in respect to scheduling and willing to invest additional time in to the team when necessary; including coverage on some Canadian stat holidays and weekends when required
  • Assess and determine strengths, weaknesses, opportunities and/or threats at both team and agent level to support/develop plans to improve or maintain performance
  • Be active in daily, weekly or monthly client meetings (in person or via conference call)
  • Firm understanding and execution of Microsoft Office Applications (excel, powerpoint, word)
  • Bring energy and creativity to team huddles, presentations, team contest and daily department floor walking to engage our team or clients
  • Monthly feedback reporting followed by 1 to 1 with agents in form of MAPS
  • Support in team hours tracking/progression throughout each month
  • Ensure all agents are in line with Regulatory Compliance and Quality requirements
  • Willingness to take direction and constructive criticism to improve personal or team performance
  • Knowledge of TCN dialer platform is preferred

WHY WORK WITH US

  • Paid Time Off
  • Health & Dental Benefits available after an initial waiting period
  • Free on-site gym, games room, and private prayer room
  • Casual Dress Code
  • Amazing work culture where you can learn and grow

WHERE ARE WE

16635 Yonge St., Unit 26 (at Mulock)

Newmarket, Ontario

L3X 1V6

CHECK US OUT FOR YOURSELF

Twitter & Instagram: @bgocareers

Facebook & Linked: @BillGoslingOutsourcing

Website – https://www.billgosling.com/careers

Type d'emploi : Temps Plein

Langue:

  • English (Souhaité)