A LITTLE BIT ABOUT Boldr
Boldr is the first global B-Corp dedicated to delivering world-class Client experiences while creating access to dignified, meaningful work in communities around the world.
We are a global team, united by our desire to connect diverse people with common values for boldr impact.
LET’S START WITH OUR VALUES
Excellent. Being excellent at what we do sets us apart. It happens when we care about our work and how it lands, set clear standards, and hold each other accountable. We don't stop at meeting the standard; we keep raising the bar.
Authentic. Real connection happens when we show up as our best, truest selves, help others do the same, and stand by each other through the harder times.
Curious. Curiosity keeps us innovative. Better understanding comes from asking helpful questions, seeking to understand before we act, and building on each other's thinking.
Dynamic. Growth is central to our purpose, and it only happens in dynamic environments where we stay flexible, adaptable and open.
Empathetic. Great partnerships happen when we take the time to understand the people we work with, our teams, our clients and our communities, for better outcomes for each.
WHAT IS YOUR ROLE
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. You will also be working with the Client Experience Manager as well as the People Manager to identify growth and development opportunities for the team members.
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 - 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
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 and client-specific KPI targets.
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.
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 Service Delivery 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.
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.
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…