Senior Team Captain

17 hours, 26 minutes ago
Full-time
Senior
Customer and Technical Support
Boldr

Boldr

Boldr specializes in building global teams through ethical talent outsourcing, connecting businesses with skilled professionals while prioritizing social sustainability and performance.

Professional Services
251-1K
Founded 2016

Description

  • Manage day-to-day operations for multiple accounts and the Team Captains reporting to you.
  • Serve as the escalation point for issues beyond the authority of agents or Team Captains.
  • Identify growth and development opportunities for Team Captains and team members.
  • Monitor attendance, punctuality, and other people issues, and escalate them to HR as needed.
  • Track performance, provide coaching, and conduct weekly and monthly performance reviews.
  • Ensure team members are properly trained and meeting client needs and KPI targets.
  • Coordinate equipment and resource needs to maintain service levels.
  • Work with People and Service Delivery leaders on career paths, training plans, and issue escalation.
  • Support culture building by reinforcing Boldr’s core values and leadership competencies.
  • Handle complex client requests or complaints and identify opportunities for continuous improvement.

Requirements

  • Bachelor's or College Degree in any related field.
  • At least 2 years of experience in a supervision or leadership role.
  • At least 3 years of client-facing experience.
  • At least 2 years of experience providing coaching.
  • Basic knowledge of Root Cause Analysis.
  • Lean Six Sigma knowledge is a plus.
  • Intermediate knowledge of Google Drive, Google Sheets, Google Docs, Google Slides, and MS Office applications.
  • Excellent verbal and written communication skills.
  • Ability to understand and communicate complex ideas clearly, both verbally and in writing.
  • Strong interpersonal skills and ability to work effectively across different organizational levels.

Interested in this position?

Apply directly on the company website

Apply Now

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