Boldr
Outsourcing/Offshoring
TeamCaptain(Projectbased)
“Team Captain (Project based) at Boldr. Skills: People Management, Performance Quality Management, Internal Coordination, External Communications. Manage team day-to-day. Serve as escalation point”
Industry & Context.
Analytical; problem solver; Able to reduce frustration on heated topics by listening and being 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, 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 are trained
Meet company and client KPI targets
Ensure team and equipment needs are met
Recommend product or tool alternatives
Work with People Development Manager
Relay consistent issues to Service Delivery Manager
Guide advisors and analysts
Be familiar with client contacts
Implement client policies
Contribute to process development
Demonstrate mastery of offerings
Solve complex client requests
Identify opportunities for continuous improvement
How You'll Work.
Team & Collaboration
Work with the Client Experience Manager; Work with the People Manager; Work with the People Development Manager; Relay consistent issues to the Service Delivery Manager; Collaborate with multiple departments or teams
Communication Scope
Fluent and articulate with writing and clear presentation abilities; Ability to understand and communicate complex ideas to customers, both verbally and in written form
Applying for this Team Captain (Project based) role?
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