WHAT WILL YOU DO
People Management
- Identify growth and development opportunities for Team Captains and team members
- Monitor, improve, and maintain healthy operational efficiencies such as attendance, punctuality, and any other people indicators.
Performance Quality Management
- Monitor and assess Team Captains’ and team members’ performance, and provide timely feedback through regular coaching as well as through Weekly and Monthly performance reviews.
- Ensure that Team Captains and team members are properly trained and working consistently to meet client needs.
- Ensure that the team captains meet company and client-specific KPI targets.
- Execute and follow standard operating processes.
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 and or client.
Internal Coordination
- Work with the CXM to make recommendations for their Team Captains’ and team member's career path, and assist in making a comprehensive development plan for them.
- Relay consistent challenges to CXM in a timely and efficient manner
- Help in culture building particularly in embracing our Core Values and practicing the competencies of a Boldr leader.
- Provide guidance to advisors and analysts to foster growth and development, best practices, and optimal morale in the organization
- Work directly with CXM to identify root causes and develop an action plan to meet KPI targets.
External Communications
- Be familiar with the client’s key contacts, unique requirements, and operating processes.
- Demonstrate mastery of the company and Client’s offerings (i.e. its products 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.
YOU HAVE…
- Bachelor's/College Degree in any related field you’re passionate about!
- At least 2 years of experience leading supervision/leadership roles
- At least 3 years of Client facing experience
- At least 3 years of experience providing coaching
- Basic knowledge of Root Cause Analysis
- Lean Six Sigma knowledge is a plus!
- Intermediate knowledge of cloud-based applications (Google Drive, Google Sheets, Google Docs, Google Slides) and MS Office applications
- Excellent verbal and written communication skills.
- An ability to understand and communicate complex ideas to others, 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.
- Excellent interpersonal skills with the ability to easily relate to people in various levels of the organization.
