Job Opportunities at Boldr

WHAT IS YOUR ROLE 

• As the Team Captain, Quality Assurance,, you are responsible for overseeing the quality and performance standards of your team’s day-to-day work. You serve as the primary escalation point for quality-related issues that fall outside a team member’s authority, ensuring consistent adherence to client guidelines, internal processes, and performance expectations. You will partner closely with the Client Experience Manager and People Manager to identify coaching opportunities, close performance gaps, and support ongoing development through structured quality feedback.
• In addition to team-level oversight, you will collaborate across accounts to share QA insights, standardize best practices, and elevate quality performance across programs. You will lead SolidRoad implementations and optimizations, ensuring QA workflows are effectively built, adopted, and continuously improved. Through regular trend analysis and data reporting, you will identify recurring themes, root causes, and performance patterns, translating insights into actionable recommendations that drive measurable quality improvements.
• You will contribute to the operational execution of quality assurance programs by supporting QA workflow design, audit monitoring, and continuous improvement initiatives. Through regular trend analysis and data reporting, you will identify recurring themes, root causes, and performance patterns, translating insights into actionable recommendations that drive measurable quality improvements.

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 - and complete coaching across teams
• Review QA Associates’ work and provide growth opportunities and align Team Members’ performance and QA standards 
• 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
• Lead cross-account calibration sessions to ensure scoring consistency and alignment on QA standards and expectations.
• Provide structured feedback based on QA trend analysis to drive targeted skill development and measurable performance improvement.

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 meet client needs.
• Ensure that the team meets company KPI targets. 
• Conduct trend and root cause analysis across QA audits to identify recurring performance gaps and recommend corrective actions.
• Lead and optimize SolidRoad QA workflows, ensuring scorecards, reporting, and insights are effectively implemented and continuously improved.
• Facilitate calibration alignment sessions to support scoring consistency and quality standardization.
• Provide feedback derived from QA trend and audit analysis to support targeted performance improvement.

Logistics 

• Ensure that team members' and equipment needs are met to sustain service levels. 
• Recommend/suggest relevant alternatives to the product or tool being used by the company. 
• Support the implementation and adoption of QA tools (e.g., SolidRoad), ensuring proper setup, documentation, and team enablement.
• Track QA capacity planning and audit allocation to ensure balanced workload and consistent coverage.
• Support QA workflow design, scorecard application, and reporting optimization within quality monitoring platforms.
• Track audit coverage, QA sampling balance, and workload distribution to maintain consistent quality oversight.

Internal Coordination 

• Work with the People Development Manager to make recommendations for their team member’s career path, and assist in making a comprehensive training plan for them. 
• Relay consistent issues to the QA Client Experience Manager and account’s Client Experience Manager in a timely and efficient manner.
• Helps in culture building particularly in embracing our Core Values and practicing what a Boldr leader should be.
• Guide advisors and analysts to foster growth and development, best practices, and optimal morale in the organization.
• Partner across accounts to standardize QA best practices, reporting frameworks, and calibration methodologies.
• Translate QA data insights into actionable recommendations for operations and training teams.

External Communications 

• Be familiar with the client’s key contacts, unique requirements, and operating processes
• Implement policies related to the Client’s products.
• Contribute to the ongoing development of customer support and success processes.
• Demonstrate mastery of the company and Client’s offerings (i.e. its product and services).
• Understand, investigate, and solve any complex client requests or complaints; particularly when multiple departments or teams are involved.
• Identify opportunities for continuous improvement and additional client value, discussing directly with the Client Experience Manager.
• Present QA performance insights, trends, and recommendations to clients in a clear, data-driven manner

Requirements
WHAT WE’LL LIKE ABOUT YOU
YOU ARE… 

• Curious and authentic, just like us! #beboldr 
• Passionate about learning and developing relationships with clients 
• Analytical and a problem solver 
• Able to multitask and prioritize 
• Adaptable to change and attentive to detail 
• Able to work well in a team environment 
• Able to reduce frustration on heated topics by listening and being solutions-oriented 
• Fluent and articulate with strong writing and clear presentation abilities - persuasive but empathetic 
• Able to handle conflict and pressure, to set priorities and abide by them, and to consistently maintain a positive client service image under difficult conditions

YOU HAVE… 

• Bachelor's/College degree in a relevant discipline you’re passionate about!
• 3+ years of supervisory experience in a related field (especially Quality Assurance and Customer Support).
• Experience supporting SaaS products or troubleshooting experience (calls, chats, emails and SMS)
• An interest in data trends and analysis and a natural ability to spot patterns across large sets of data
• A general understanding of quality assurance. 
• Intermediate knowledge of CRM systems (i.e. Zendesk, Intercom strongly preferred).
• Intermediate knowledge of cloud-based applications (Google Drive, Google Sheets, Google Docs) and MS Office applications.
• User experience and implementation of QA tools a plus
• Willingness to learn about Data Science and Machine Learning 
• 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.
   

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WHAT IS YOUR ROLE

• As a Manager, Workforce Management, you will lead the Workforce team within a 24/7 BPO environment supporting email and chat operations. The role is responsible for shaping and driving the WFM strategy across the CX Operations and Support Practice.
• This is a high impact role focused on building and strengthening workforce planning capabilities, including designing staffing frameworks, leveraging AI and modern tools to model workforce needs, and supporting clients as they scale their operations. You will report to the Director, CX Operations and Support Practice, and work closely with the QA, Technical Services, and Implementations teams.

WHY DO WE WANT YOU

• We are currently looking for impact-driven individuals who are passionate in 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

Leadership & Workforce Operations

• Lead, coach, and develop a team of Workforce Analysts and Schedulers, providing guidance on workload management, performance metrics, and professional growth. Foster a culture of accuracy, accountability, and continuous improvement across the Workforce Management function.
• Serve as the primary WFM point of contact for internal stakeholders and client discussions, translating workforce data into clear business narratives and actionable recommendations.
• Oversee the overall Workforce Management practice across supported programs, ensuring staffing, scheduling, and performance monitoring activities align with operational targets and client expectations.

Staffing Planning & Headcount Modeling

• Build and maintain data-driven staffing plans for Boldr’s current and potential teams and client accounts, translating volume forecasts into headcount recommendations.
• Develop and present business cases for headcount needs using historical data, growth projections, and productivity benchmarks.
• Create scenario models for ramp, attrition, seasonal demand, and new program launches.
• Leverage AI tools and automation to improve forecast accuracy and reduce time-to-insight on staffing models.
• Ensure capacity plans align with client targets, budgets, and operational resources.

Client Growth & Expansion

• Partner with client-facing teams to identify WFM-related growth opportunities within existing accounts.
• Support expansion conversations by modeling capacity needs tied to new channels, geographies, or product lines.
• Serve as a WFM subject matter expert in client-facing meetings, translating complex workforce data into clear business narratives.
• Collaborate with clients to validate forecast assumptions and provide strategic recommendations that support operational performance and client satisfaction.

Scheduling & Capacity Management

• Own scheduling operations across supported programs using tools such as Assembled, ensuring SLA targets and efficiency goals are met.
• Build and maintain scheduling frameworks that account for time zones, skill routing, and multi-channel support environments.
• Ensure accurate creation and maintenance of agent schedules to support 24/7 coverage while balancing cost, efficiency, and service levels.
• Review and approve overtime plans, leave planning, and shift adjustments as needed to maintain optimal staffing coverage.

Real-Time Management & Performance Monitoring

• Oversee intraday monitoring of volumes, queues, and agent performance.
• Monitor real-time adherence and adjust intraday coverage as needed to maintain service levels and productivity targets.
• Direct real-time operational adjustments and communicate action plans to Operations leadership during service risks.

Data & Reporting

• Interpret and communicate WFM metrics through Metabase dashboards, surfacing actionable insights for operations leaders and clients.
• Design and maintain WFM reporting standards across the practice, including occupancy, shrinkage, utilization, SLA attainment, and adherence.
• Deliver regular reports on workforce performance and provide data-driven insights and recommendations to improve operational outcomes.
• Partner with data and analytics team members to evolve reporting infrastructure as the practice scales.

Strategic Partnership & Continuous Improvement

• Identify workforce risks and propose mitigation strategies.
• Lead initiatives to improve forecasting accuracy, scheduling efficiency, and overall workforce optimization.
• Drive continuous improvement across WFM processes, tools, and reporting standards as Boldr’s operations and client portfolio grow.

Requirements
WHAT WE’LL LIKE ABOUT YOU
YOU ARE…

• Curious and authentic, just like us! #beboldr .
• A builder who is energized by creating structure where little exists.
• Analytically grounded but able to communicate the story behind the numbers.
• Collaborative by default, and comfortable influencing without direct authority.
• Curious about emerging tools and eager to bring AI-assisted approaches into day-to-day WFM work.
• Client-oriented, with an instinct for how operational decisions connect to client satisfaction and growth.

YOU HAVE…

• Bachelor’s degree in Business, Statistics, Operations Management, or related field (preferred).
• 4–6 years of Workforce Management experience in a BPO/contact center environment, with at least 2 years in a supervisory or managerial role.
• Proficiency in WFM tools (Verint, NICE, Aspect, Genesys, or equivalent) and advanced MS Excel skills.
• Proven track record building staffing plans and headcount business cases with measurable outcomes.
• Hands-on experience with scheduling platforms; experience with Assembled is a strong plus.
• Proficiency with Metabase or similar BI/reporting tools for data interpretation and dashboard management.
• Demonstrated ability to use AI tools (e.g., ChatGPT, Claude, Copilot) to accelerate analysis, automate workflows, or build models.
• Strong communication skills with the ability to present workforce data and recommendations to both operations teams and client stakeholders.
• Experience leading or mentoring workforce analysts, schedulers, or WFM specialists.
• Comfort working across multiple client programs simultaneously in a fast-paced, ambiguous environment.

Nice to Have

• Experience in a BPO or outsourced CX setting, especially supporting multiple client accounts.
• Familiarity with Erlang C modeling or other contact center volume forecasting methodologies.
• Exposure to implementation or onboarding workflows where WFM inputs are needed early in the client lifecycle.
• Experience building WFM functions from scratch or in a startup or scale-up context.
• Bachelor’s degree in Business, Statistics, Operations Management, or a related field.