Shift Lead

Summary

Join Boldr, a global B-Corp, as a Shift Lead and contribute to our mission of delivering world-class client experiences. You will supervise and lead a team, ensuring quality standards and performance metrics are met. This role requires strong communication, problem-solving, and leadership skills. You will train team members, manage the helpdesk, and address operational challenges. Boldr values authenticity, curiosity, and dynamism. We offer a supportive environment with opportunities for growth and development.

Requirements

• Bachelor's/College Degree in any field you’re passionate about!
• 1 year of leadership experience
• Basic knowledge of 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

Responsibilities

• Supervise and lead a team of team members during the assigned shift
• Provide guidance, coaching, and support to ensure team members meet their goals and objectives
• Ensure support and acknowledgment of quality standards aligned with our client and customer experience
• Implement quality control procedures and address any quality issues promptly
• Monitor and track key performance metrics, such as agent tasks and responsibilities
• Take corrective actions as needed to meet or exceed performance targets
• Train new associates and provide ongoing training to existing team members to enhance their skills and knowledge
• Foster a culture of continuous improvements through weekly 1:1s and impromptu coaching sessions
• Maintain open and effective communication channels with team members, other shift leads, and management
• Report any issues, escalations, or opportunities for improvement
• Address operational challenges and resolve issues that may arise during the shift
• Collaborate with other departments to find solutions to complex problems
• Ensure the helpdesk is managed by checking agent availability and SLA tickets
• Ensuring you are available as the POC in the management queue to do escalations

Preferred Qualifications

• Curious and authentic
• An analytical and critical thinker, with an eye for even the most minute of details
• Passionate about client satisfaction

Benefits

• Private Health Insurance
• Paid Time Off
• Work From Home
• Training & Development
• Mental Health Program