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Boldr is a purpose-driven outsourcing partner that builds customized solutions for fast-growing companies. We offer solutions in Data Management, Customer Experience, and Sales Enablement. You can learn more about our services on our website: www.boldrimpact.com We're also on a quest to rewrite the rules of outsourcing and lead our industry towards an ...
Description
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.
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
Answer tickets and be empathic with the customers
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
Requirements
YOU HAVE…
Bachelor's/College degree in a relevant discipline you’re passionate about!
2-3 years of supervisory experience in a related field
At least 1 year of BPO (Customer Service or Sales) experience
Intermediate knowledge of cloud-based applications (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
Benefits
Salary plus Benefits
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