Team Captain

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

• 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

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.