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.
WHAT WILL YOU DO
People Management
● 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
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.
- 2 - 3 years of supervisory experience in a related field (Omnichannel).
- At least 2 years of college undergraduate.
- Intermediate knowledge of CRM systems (i.e. Zendesk, Salesforce IQ, Salesforce, Gorgeous).
- 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.
