Boldr
Outsourcing/Offshoring
TeamCaptain
Neural analysis suggests this role is
optimal for Mid candidates.
“Team Captain at Boldr. Skills: People Management, Performance Quality Management, Internal Coordination, External Communications. Manage team day-to-day. Serve as escalation point”
What You'll Achieve.
meet client needs; meet company and client-specific KPI targets; sustain service levels
Industry & Context.
Analytical; problem solver; solutions-oriented; Understand, investigate, and solve any complex client requests
What They're Looking For.
Must Have
Three years of supervisory experience in a related field (especially 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, Intermediate knowledge of cloud-based applications, Intermediate knowledge of MS Office applications, Excellent 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
Nice to Have
Zendesk, Salesforce, Willingness to learn about Data Science and Machine Learning
What You'll Do.
Manage team day-to-day
Serve as escalation point
Identify growth opportunities
Monitor attendance and punctuality
Monitor and assess performance
Provide timely feedback
Ensure team members trained
Meet company and client KPI targets
Ensure team members' and equipment needs met
Recommend alternatives to product or tool
Make recommendations for career path
Assist in training plan
Relay consistent issues
Help in culture building
Guide advisors and analysts
Foster growth and development
Foster best practices
Foster optimal morale
Be familiar with client contacts
Implement client policies
Contribute to process development
Demonstrate mastery of offerings
and solve client requests
Identify opportunities for continuous improvement
Discuss with Client Experience Manager
How You'll Work.
Team & Collaboration
Work with the People Development Manager; Relay consistent issues to the Service Delivery Manager; Discuss directly with the Client Experience Manager
Communication Scope
Fluent and articulate with writing; clear presentation abilities; Excellent verbal and written communication skills; Ability to understand and communicate complex ideas to customers, both verbally and in written form
Full Job Description
### A LITTLE BIT ABOUT Boldr * Boldr 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 VALUES * Meaningful connections start with AUTHENTICITY * We do our best work by being CURIOUS * We grow by remaining DYNAMIC * Our success combines AMBITIOUS VISION with OPERATIONAL EXCELLENCE * At the heart of great partnerships, we’ll always find EMPATHY ### WHAT IS YOUR ROLE As 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 YOU We 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 DO ** People Management ** * Identify growth and development opportunities for team members - coaching * Monitor attendance and punctuality and other people issues of all team members and consistently escalate them to the HR department for proper disciplinary action as needed ** Performance Quality Management ** * Monitor 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
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