Team Captain

Job Title: Team Captain Company: boldr Job Category: Machine Learning Roles & Responsibilities: 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. You will also be working with the Client Experience Manager as well as the People Manager to identify growth and development opportunities for the team members. People Management* Identify growth and development opportunities for team members \- coaching * Monitor attendance and punctuality and other people issues of all team members and consistently escalate them to the HR department for proper disciplinary action as needed Performance Quality Management* Monitor and assess team members’ performance, and provide timely feedback through regular coaching as well as through Weekly and Monthly performance reviews. * 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. Internal Coordination* Work with the People Development Manager to make recommendations for their team member’s career path, and assist in making a comprehensive training plan for them. * Relay consistent issues to the Service Delivery Manager in a timely and efficient manner. * Helps in culture building particularly in embracing our Core Values and practicing what a Boldr leader should be. * Guide advisors and analysts to foster growth and development, best practices, and optimal morale in the organization. External Communications* Be familiar with the client’s key contacts, unique requirements, and operating processes Implement policies related to the Client’s products. * Contribute to the ongoing development of customer support and success processes. * Demonstrate mastery of the company and Client’s offerings (i.e. its product and services). * Understand, investigate, and solve any complex client requests or complaints; particularly when multiple departments or teams are involved. * Identify opportunities for continuous improvement and additional client value, discussing directly with the Client Experience Manager. YOU ARE…* Curious and authentic, just like us! \#beboldr * Passionate about learning and developing relationships with clients * Analytical and a problem solver * 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 listening and being solutions\-oriented * Fluent and articulate with strong writing and clear presentation abilities \- persuasive but empathetic * 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 * Available to work US business hours, with flexibility based on operational needs. Work Location: Cape Town, WC, South Africa Availability: Full time

* 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. Requirements Key Skills: Machine Learning Salary: Not disclosed