Shift Lead at Boldr

Description
WHAT IS YOUR ROLE
The Shift Lead provides excellent service based on standard policies and client-specific procedures. You must be eager to meet and exceed client expectations and consistently respond to client requests in a timely manner. Your mission is to act as the Point-of-Contact for your team. You will take the time to communicate statuses/check-ins to our internal management team and clients.

WHAT WILL YOU DO

• As a Shift Lead, you are responsible for executing processes as defined by the client and/or management. You will need to efficiently manage a large amount of information that is often sensitive or confidential. The role will require keen attention to detail while maintaining productivity at defined proficiency levels. You will be working with different tools and databases to gather and store data. You are expected to advise on the most efficient ways to gather and store information. You will prioritize and batch information for data entry and complete information analysis for procedures and reports. You will be responsible for guiding Advisors and Associates.
• Understand, articulate, and implement best practices related to your area of expertise
• Provide guidance to team members to foster growth and development, best practices, and optimal morale.
• Demonstrate a strong interest in learning about the assigned client, including key contacts, unique requirements and operating processes
• Facilitate training and/or refresher sessions in your area of expertise when necessary.
• Cascade updates on processes when prescribed from the Team Captain and/or client and make sure that the team understands it correctly
• Communicate any process failure, clarification, or question to Team Captain in a timely manner
• Make sure that all required deliveries are equally divided and completed correctly to maintain 99.9% Quality
• Help motivate the team to meet the daily targets
• Prepare a start of shift and/or an end of shift report if necessary and send it out via email
• Highlight and report any issues within the team: performance, attendance, energy / motivation
• Proactively include suggestions on how operations management can help with issues and concerns
• Initiate reviews of materials to ensure proper and timely execution of processes

Requirements
YOU HAVE…

• Bachelor's/College Degree in any field you’re passionate about!
• 1 year leadership experience
• Basic knowledge of in cloud-based applications such as Google Drive, Google Sheets, Google Docs and MS Office applications
• Excellent verbal and written communication skills
• An ability to understand and communicate complex ideas to clients
• Aptitude to quickly learn and navigate new technology, systems, and applications
• Ability to accept feedback gracefully and with an open mind
• Customer orientation and ability to adapt/respond to customers with diverse backgrounds