Team Captain, Technical Support

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, Technical Support 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, as well as coordinate with clients from time to time. You will ensure the smooth functioning of technical operations, monitor and evaluate staff progress, assist with training and recruitment, set goals, and ensure overall client satisfaction. You will work with Technical Support teams. WHY DO WE WANT YOU We are on the lookout for impact-driven, life-long learners who are passionate in helping Boldr grow and achieve our Purpose. We expect our team to become our ultimate partners in 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 Development Identify growth and development opportunities for team members to enable career progression and self-development Monitor and assess team members’ performance, and provide timely feedback through regular coaching through the Employee Discussion Log and Quarterly Performance Appraisals QA Audits to ensure performance is met Helps in culture building particularly in embracing our Core Values and exemplifying what a Boldr leader should be Holds a high bar to ensure teammates meet or exceed their KPIs, with an exceptional standard of quality Team Management Monitor attendance and people concerns of all team members, coordinating closely with the HR Team for disciplinary cases 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 through product/service training Determining work requirements and developing work schedules for the team. Delegating tasks and achieving daily, weekly, and monthly goals. Monitor real time performance of teammates productivity. Own the regular review of performance dashboards, ensuring data accuracy, timely reporting, and actionable insights. Use performance metrics to drive accountability and celebrate team wins. Internal Coordination Identifying risks and forming contingency plans as soon as possible. Analyzing existing operations and scheduling training sessions and meetings to discuss improvements. Keeping up-to-date with industry trends…