Technical Support Team Captain

hace 2 semanas

Mérida, Yucatán, México Boldr A tiempo completo

A LITTLE BIT ABOUT Boldr

  • Boldr is the first global B-Corp dedicated to delivering worldclass 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.
  • We employ just over a thousand team members across five countries and we want to employ over 5,000 people by 2027, if not sooner.

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, as well as coordinate with clients from time to time.

You will also be working with the Service Delivery Manager and the People Team to identify growth and development opportunities for the team members.


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 selfdevelopment
  • Monitor and assess team members' performance, and provide timely feedback through regular coaching through the Employee Discussion Log and Quarterly Performance Appraisals
  • Helps in culture building particularly in embracing our Core Values and exemplifying what a Boldr leader should be
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 clientspecific KPI targets through product/service training
Internal Coordination

  • Work with the People Team to make recommendations for their team member's career advancement based on their personal aspirations and learning needs
  • Relay consistent issues to Service Delivery Manager in a timely and efficient manner
External Communications

  • Be familiar with the client's key contacts, unique requirements, and operating processes
  • Demonstrate mastery on the company and client's offerings (i.e. its product and services)
  • Understand, investigate, and solve any complex client requests or complaints
  • Identify opportunities for continuous improvement and scaling growth, in coordination with the Service Delivery Manager

Requirements:

WHAT WE'LL LIKE ABOUT YOU:

YOU ARE

  • Passionate about developing people and scaling teams
  • Excited about learning and developing relationships with clients
  • Analytical and a problem solver
  • Fluent and articulate with strong writing skills and clear presentation abilities persuasive but empathetic
  • Able to multitask and prioritize
  • Adaptable to change and attentive to detail
  • Able to work well in a team environment
  • Able to reduce frustration on heated topics by being solutionsoriented
  • Able to handle conflict and pressure, to set priorities and abide by them, and to consistently maintain a positive client service image under difficult conditions

YOU HAVE

  • Bachelor's/College degree in a relevant discipline you're passionate about
  • Three years of supervisory experience in a related field
  • At least 1 year of BPO (Customer Service or Technical Support) experience
  • Preferably currently working in a Tech Support role (if not, at least not more than a year away from it)
  • Basic to Intermediate knowledge of Javascript, HTML and Operating Systems (PC/Mac OSX)Troubleshooting
  • Excellent verbal and written communication skills
  • An ability to understand and communicate complex ideas to clients
  • Ability to accept feedback gracefully and with an open mind
  • Customer orientation and ability to adapt/respond to customers with diverse backgrounds

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