Team Captain

Summary

Join Boldr as a Team Captain and lead a team, managing daily operations and serving as a point of escalation. You will collaborate with managers to identify growth opportunities for team members, monitor performance, and ensure client needs are met. This role requires strong people management, performance quality management, and logistical skills. You will also coordinate internally, communicate externally with clients, and contribute to process improvement. Boldr values authenticity, curiosity, and dynamism. The ideal candidate possesses supervisory experience, BPO experience, and excellent communication skills.

Requirements

• Three years of supervisory experience in a related field (especially email and chat support)
• At least 1 year of BPO (Customer Service or Sales) experience
• A general understanding of content moderation
• Intermediate knowledge of CRM systems (i.e. Zendesk, Salesforce strongly preferred)
• Intermediate knowledge of cloud-based applications (Google Drive, Google Sheets, Google Docs) and MS Office applications
• 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

Responsibilities

• Identify growth and development opportunities for team members - coaching
• 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
• 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 and client-specific KPI targets
• 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
• 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 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
• 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

Preferred Qualifications

• Curious and authentic
• 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

Benefits

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