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Bill Gosling OutsourcingPosted 10/20/2026full-timeHampton • Virginia • United StatesSenior💰 $50,000 - $52,000 per yearWebsite
Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates strong leadership and coaching abilities to drive team performance and engagement while ensuring compliance with regulatory standards. Proficient in managing team dynamics, performance metrics, and operational processes within a contact center environment.
Highest-signal resume keywords
Team Leadership ExperienceRegulatory Compliance KnowledgePerformance Metrics ManagementCoaching and Feedback SkillsBanking and Fraud Expertise
About the role
Key responsibilities & impact- Lead and motivate a team of Prime Advocates to achieve performance targets and company objectives
- Coach employees and provide constructive feedback to improve engagement and performance
- Apply corrective action through disciplinary processes when required
- Collaborate on new strategies and process improvements
- Provide daily, weekly and monthly reports for internal and external clients
- Support scheduling, team coverage, and hours tracking/progression
- Assist team members with service level agreements and performance metrics
- Take escalated Supervisor calls
- Evaluate call recordings and conduct QA call reviews when required
- Create or facilitate team huddles, presentations and team contests
- Ensure employees comply with Regulatory Compliance, Quality and CBT requirements
- Assist with recruiting, training and onboarding employees
- Champion company core values and employee engagement programs
- Perform other duties as assigned
Requirements
What you’ll need- 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 and attention to detail
- Ability to recognize when escalation is necessary
- Confidence navigating multiple systems while managing customer interactions
- Availability for rotating shifts, including weekends, holidays and overnights
- Full availability required, including the possibility of overnight shifts
- Ability to work onsite in Hampton, Virginia
- Banking and fraud expertise preferred
Benefits
Comp & perks- Growth opportunities and career advancement through promotion from within
- Extensive paid training
- Team-oriented, collaborative and supportive environment
- Diversity and inclusion workplace
- Team engagement activities and social events
- Modern, well-equipped offices
- Inclusive workplace support and accommodations during the hiring process
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Performance MetricsRegulatory ComplianceQuality AssuranceCall Review EvaluationTeam SchedulingService Level AgreementsData ReportingEmployee OnboardingEscalation ManagementProcess Improvement
Soft Skills
Strong Communication SkillsAttention to DetailSound JudgmentMotivational LeadershipConflict Resolution
Certifications & Qualifications
High School Diploma or Equivalent
Industry Keywords
Contact CenterBankingFintechCollectionsEmployee Engagement