Team Captain (People Management & Client Experience)

As the Team Captain, you will manage the day-to-day operations of your team, serve as a point of escalation for issues beyond an agent’s authority, and 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 personnel issues, escalating them to HR for disciplinary action as needed.
• Performance Quality Management:
• Monitor and assess team performance, providing timely feedback via regular coaching, weekly, and monthly reviews.
• Ensure team members are trained and consistently meet client needs.
• Ensure the team meets company and client-specific KPI targets.
• Logistics:
• Ensure team and equipment needs are met to sustain service levels.
• Recommend or suggest alternatives for company products or tools.
• Internal Coordination:
• Work with the People Development Manager to recommend career paths and create training plans for team members.
• Relay consistent issues to the Service Delivery Manager efficiently.
• Promote core values and foster a positive culture within the organization.
• Guide advisors and analysts to encourage growth, best practices, and optimal morale.
• External Communications:
• Understand clients’ key contacts, requirements, and processes; implement relevant policies.
• Contribute to customer support and success process development.
• Master company and client offerings, including products and services.
• Investigate and resolve complex client requests or complaints, especially when involving multiple teams.
• Identify opportunities for continuous improvement and additional client value, collaborating with the Client Experience Manager.