Team Captain
Boldr
- Manila City, Metro Manila
- Permanent
- Full-time
- 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.
- We employ just over a thousand team members across five countries and we want to employ over 5,000 people by 2027, if not sooner.
- Meaningful connections start with AUTHENTICITY
- We do our best work by being CURIOUS
- We grow by remaining DYNAMIC
- Our success combines AMBITIOUS VISION with OPERATIONAL EXCELLENCE
- At the heart of great partnerships, we’ll always find EMPATHY
- Identify growth and development opportunities for team members
- 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 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.
- 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.
- Curious and authentic, just like us! #beboldr
- Passionate about learning and developing relationships with clients
- Analytical and a problem solver
- Strong English Communicator - both written and oral
- 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
- Three years of supervisory experience in a related field (especially email and chat support).
- A general understanding of content moderation.
- At least 2 years of college undergraduate.
- Intermediate knowledge of CRM systems (i.e. Zendesk, Salesforce IQ, Salesforce).
- Intermediate knowledge of cloud-based applications (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 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.
- Private Health Insurance
- Paid Time Off
- Work From Home
- Training & Development
- Mental Health Program
- Philhealth Coverage