Team Captain

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 bold impact.

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

About the 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 collaborate with the Client Experience Manager and People Manager to identify growth and development opportunities for team members.

Key Responsibilities

People Management

• Identify growth and development opportunities for team members through coaching
• Monitor attendance, punctuality, and other people issues, escalating them to HR for disciplinary action as needed

Performance Quality Management

• Monitor and assess team members’ performance, providing timely feedback through regular coaching and Weekly/Monthly performance reviews
• Ensure team members are properly trained and consistently meet client needs
• Ensure the team meets company and client-specific KPI targets

Logistics

• Ensure team members' and equipment needs are met to sustain service levels
• Recommend relevant alternatives to the product or tool being used by the company

Internal Coordination

• Work with the People Development Manager to recommend career paths and assist in creating training plans
• Relay consistent issues to the Service Delivery Manager in a timely manner
• Help build culture by embracing core values and fostering a Boldr leadership mindset
• Guide advisors and analysts to promote growth, best practices, and optimal morale

External Communications

• Be familiar with client key contacts, unique requirements, and operating processes
• Implement policies related to the client’s products
• Contribute to ongoing development of customer support and success processes
• Demonstrate mastery of the company and client’s offerings (product and services)
• Understand, investigate, and solve complex client requests or complaints, especially when multiple departments are involved
• Identify opportunities for continuous improvement and additional client value, discussing directly with the Client Experience Manager