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, as well as coordinate with clients from time to time. You will also be working with the Service Delivery Manager and the People Team to identify growth and development opportunities for the team members.
Why Do We Want You
We are on the lookout for impact-driven, life-long learners who are passionate in helping Boldr grow and achieve our Purpose. We expect our team to become our ultimate partners in 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
Customer Support
- Effectively resolve customer inquiries in a considerate, accurate, and timely manner.
- Compose thoughtful, personalized responses for a variety of customer requests.
- Triage incoming requests and spot trends in customer issues to flag for the wider team.
- Contribute to the ongoing learning and success of your team, and the company, by sharing knowledge through mentorship, collaboration, and aiding in the documentation.
- People Development
- Identify growth and development opportunities for team members to enable career progression and self-development
- Monitor and assess team members’ performance, and provide timely feedback through regular coaching through the Employee Discussion Log and Quarterly Performance Appraisals
- Helps in culture building particularly in embracing our Core Values and exemplifying what a Boldr leader should be
Team Management
- Monitor attendance and people concerns of all team members, coordinating closely with the HR Team for disciplinary cases
- 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 through product/service training
Internal Coordination
- Work with the People Team to make recommendations for their team member’s career advancement based on their personal aspirations and learning needs
- Relay consistent issues to Service Delivery Manager in a timely and efficient manner
External Communications
- Be familiar with the client’s key contacts, unique requirements, and operating processes
- Demonstrate mastery on the company and client’s offerings (i.e. its product and services)
- Understand, investigate, and solve any complex client requests or complaints
- Identify opportunities for continuous improvement and scaling growth, in coordination with the Service Delivery Manager
Boldr | Outsourcing With Impact.
Boldr is a purpose-driven outsourcing partner to fast-growing businesses. We provide custom solutions in Customer Experience, Data Management, and Sales Enablement.
At Boldr, we foster an environment where the energetic, the curious, and the passionate thrive. We never shy away from difficulties and have fun taking them on. We see challenges as opportunities to learn because we believe that the finest blades are forged in fire. Our door is always open to like-minded individuals who are looking for a new and exciting BPO culture — ordinary is not in our vocabulary.
If you’re bold enough and want to contribute to making a lasting impact, we want you!
