Boldr
Boldr

Team lead | Lead Generation  

Boldr

 
  • Pasig, Philippines
    Unit 501-505, 5th floor of Hanston Building, Emerald Ave., Ortigas Center, Pasig, Metro Manila, Philippines
    Pasig
    Metro Manila
    Philippines
    Philippines
  • ₱40,000.00 - ₱42,000.00 / month
    PHP
    40000
    42000
    40000
    MONTH
  • Full timeFULL_TIME

Expired 3 years ago

2021-06-25T16:00:00+00:00
Job closed.

Job Description

What You'll Like About Us

  • Great company culture! Our diverse backgrounds, commitment, and passion are the things that make us great.
  • We geek out on new ideas, proposals, anything that will positively impact our clients and of course, you!
  • We’ve got training sessions in-store to help you level up your skill set.
  • With you on Boldr’s side, we’ll tackle social responsibility initiatives together.
  • We have rest and relaxation benefits. You’ll have ample time to travel wherever you please!
  • We also cap off every week with a bit (a lot) of competitive board games.

What Is Your Role

As a Team Captain, you are responsible for the day-to-day management of a team of Customer Advocates performing tasks such as phone, email or chat interactions as well as the execution of our Client’s tasks. You will be tasked with designing and implementing solutions to optimize the quality of our client’s existing processes and system. You will also be working closely with different client stakeholders in helping to ensure continuous improvement across their product and service. You will help build out a support team from scratch by acting as a consultant with regard to CX best practices and approaches. You will also be instrumental in cultivating potential growth opportunities for the team.

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 You Will Do

  • Supervise and develop a team of Team Captains through guidance, observation and performance management activities. These include but are not limited to:
  1. Guidance - Coaching, feedback sessions, upskill training, direction
  2. Observation - SBS, QA
  • Performance Management - Taking steps to ensure learning and growth through development plans and, when necessary, progressive counseling.
  • As Team Captain, you are expected to conduct regular 1x1 coaching sessions with all your direct reports. These 1x1 sessions will aim to identify points for improvement and celebrate successes. You will build a development plan which includes identifying training needs to further develop and improve their skill set.
  • Anticipate business needs through data and performance analyses. When required, prepare a business case with recommended steps to improve (e.g. staffing or schedule adjustments, process changes or training).
  • You will be reporting performance trends, current and emerging issues, and summarizing data for the client and internal stakeholders and then formulate actionable next steps based on your observations.
  • Be an advocate of process improvement. Since you are in the frontlines, it is expected that you will constantly be on the lookout for opportunities and will provide your suggestions on how our clients can further improve their service.
  • You will be directly communicating with the client and all internal stakeholders and are responsible for any action that requires immediate attention arising from escalations from any of these stakeholders.
  • Work hand in hand with the implementations team during new client launches. You are expected to be involved in the hiring process and in building your team as per the Client’s needs. You will be immersing yourself in the actual training and nesting during the client onboarding process. You will be upskilling yourself with everything there is to know about our client’s customer service process.
  • If you are not required by the client to be in the queue, you are still expected to handle actual live interactions and dive-in to the queue whenever necessary (due to volume spikes, etc) or to keep yourself abreast of current and emerging customers’ concerns and issues.
  • Maintain/Update all process and training documents related to your client. It is also your responsibility to make sure that all your team members are aligned and updated with these processes through team huddles and training.
  • Conduct training needs analyses and work with L&D to ensure that you and your team are equipped with all the necessary skills and knowledge required to do your duties.
  • Foster a working environment that will promote harmony and increase retention.

Additional Tasks

  • Assist agents with work load from time to time

Minimum Qualifications

  • Strong analytical and planning skills;
  • Excellent problem-solving skills;
  • Bachelor's/College Degree in any field you’re passionate about!
  • 3 years of leadership experience (In one company)
  • Basic knowledge of in cloud-based applications such as Google Drive, Google Sheets, Google Docs and MS Office applications
  • Experience working in high volume support desk environment
  • Strong writing and grammatical skills
  • Strong problem solving skills
  • Above average written and verbal communication skills

What We'll Like About You

You Are...

  • Curious and authentic, just like us! #beboldr
  • A servant leader; fully invested in your teams’ success and growth
  • An analytical and critical thinker, with an eye for even the most minute of details
  • Passionate about client satisfaction
  • Proactive and self-motivated, with a strong sense of responsibility and accountability
  • Strongly interested in learning new ideas, processes, and unique requirements. On top of that, you’re willing to share your skills and talents with the team.
  • Amenable to work on rotating shifts
  • Able to maintain strict confidentiality
  • Aware of your strengths and opportunities; knowledgeable but not afraid to ask questions or ask for help
  • Adept at giving as well as taking direction; giving and receiving feedback
  • Able to DO and DELEGATE; understand the different circumstances where each is necessary.
  • Able to identify and develop high potential team members. Guide these individuals by slowly introducing more tasks that will help them improve their decision-making and team dynamic skills.
  • Capable of managing conflict, redirecting differences towards a common goal

Required Skills

  • Sales and Marketing Knowledge
  • Marketing Communications
  • Customer Service
  • Leadership skills

Jobs Summary

Job Level
Associate / Supervisor
Job Category
Customer Service
Educational Requirement
Bachelor's degree graduate
Recruiter response to application
Once in a while
Office Address
Unit 501-505, 5th floor of Hanston Building, Emerald Ave., Ortigas Center,, Pasig, Metro Manila, Philippines
Industry
Business Process Outsourcing
Vacancy
1 opening
Website
http://www.boldrimpact.com

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About Boldr

Boldr | Outsourcing With Impact.

Boldr is a purpose-driven outsourcing partner to fast-growing businesses. We provide custom solutions in Customer Experience, Data Management, and Sales Enablement.

At Boldr, we foster an environment where the energetic, the curious, and the passionate thrive. We never shy away from difficulties and have fun taking them on. We see challenges as opportunities to learn because we believe that the finest blades are forged in fire. Our door is always open to like-minded individuals who are looking for a new and exciting BPO culture — ordinary is not in our vocabulary.

If you’re bold enough and want to contribute to making a lasting impact, we want you!


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