Team Captain

A LITTLE BIT ABOUT BoldrBoldr is the first global B-Corp dedicated to delivering world-class Client experiences while creating access to dignified, meaningful work in communities around the world.We are a global team, united by our desire to connect diverse people with common values for boldr impact.We employ just over a thousand team members across five countries and we want to employ over 5,000 people by 2027, if not sooner.LET’S START WITH OUR VALUESMeaningful connections start with AUTHENTICITYWe do our best work by being CURIOUSWe grow by remaining DYNAMICOur success combines AMBITIOUS VISION with OPERATIONAL EXCELLENCEAt the heart of great partnerships, we’ll always find EMPATHYWHAT IS YOUR ROLEAs the Team Captain, you are responsible for the day-to-day management of your team. You will serve as a point of escalation for issues outside the authority of an agent. You will also be working with the Client Experience Manager as well as the People Manager to identify growth and development opportunities for the team members.WHY DO WE WANT YOUWe are currently looking for impact-driven individuals who are passionate about helping Boldr grow and achieve our Purpose. We expect our Team to become our ultimate partners to success by always giving their 110% in everything, sharing their talents and quirks, and championing our core values: Curious, Dynamic and Authentic.WHAT WILL YOU DOPeople ManagementIdentify growth and development opportunities for team members - coachingMonitor attendance and punctuality and other people issues of all team members and consistently escalate them to the HR department for proper disciplinary action as neededPerformance Quality ManagementMonitor and assess team members’ performance, and provide timely feedback through regular coaching as well as through Weekly and Monthly performance reviews.Ensure that team members are properly trained and working consistently to meet client needs.Ensure that the team meets company and client-specific KPI targets.LogisticsEnsure that team members' and equipment needs are met to sustain service levels.Recommend/suggest relevant alternatives to the product or tool being used by the company.Internal CoordinationWork with the People Development Manager to make recommendations for their team member’s career path, and assist in making a comprehensive training plan for them.Relay consistent issues to the Service Delivery Manager in a timely and efficient manner.Helps in culture building particularly in embracing our Core Values and practicing what a Boldr leader should be.Guide advisors and analysts to foster growth and development, best practices, and optimal morale in the organization.External CommunicationsBe familiar with the client’s key contacts, unique requirements, and operating processes Implement policies related to the Client’s products.Contribute to the ongoing development of customer support and success processes.Demonstrate mastery of the company and Client’s offerings (i.e. its product and services).Understand, investigate, and solve any complex client requests or complaints; particularly when multiple departments or teams are involved.Identify opportunities for continuous improvement and additional client value, discussing directly with the Client Experience Manager.WHAT WE’LL LIKE ABOUT YOUYOU ARE…Curious and authentic, just like us #beboldrPassionate about learning and developing relationships with clientsAnalytical and a problem solverAble to multitask and prioritizeAdaptable to change and attentive to detailAble to work well in a team environmentAble to reduce frustration on heated topics by listening and being solutions-orientedFluent and articulate with strong writing and clear presentation abilities - persuasive but empatheticAble to handle conflict and pressure, to set priorities and abide by them, and to consistently maintain a positive client service image under difficult conditionsYOU HAVE…Bachelor's/College degree in a relevant discipline you’re passionate aboutThree years of supervisory experience in a related field (especially voice, email and chat support).Experience supporting SaaS products or troubleshooting experience (non voice, chats, emails and SMS)A general understanding of content moderation.Intermediate knowledge of CRM systems (i.e. Zendesk, Salesforce strongly preferred).Intermediate knowledge of cloud-based applications (Google Drive, Google Sheets, Google Docs) and MS Office applications.Willingness to learn about Data Science and Machine LearningExcellent verbal and written communication skills.Ability to understand and communicate complex ideas to customers, both verbally and in written form.Aptitude to quickly learn and navigate new technology, systems, and applications.Ability to accept feedback gracefully and with an open mind. #J-18808-Ljbffr