Team Lead

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. - 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 a Team Lead, you are responsible for executing processes defined by the client or management. You will need to efficiently manage a large amount of often sensitive or confidential information. The role will require keen attention to detail while maintaining productivity at defined proficiency levels. ## Why Do We Want You We are currently looking for impact-driven individuals who are passionate in 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 Will You Do - Team Leadership: Supervise and lead a team of team members during the assigned shift. Provide guidance, coaching, and support to ensure team members meet their goals and objectives. - Quality Assurance: Ensure support and acknowledgment of quality standards aligned with our client and customer experience. Implement quality control procedures and address any quality issues promptly. - Performance Metrics: Monitor and track key performance metrics, such as agent tasks and responsibilities. Take corrective actions as needed to meet or exceed performance targets. - Training and Development: Train new associates and provide ongoing training to existing team members to enhance their skills and knowledge. Foster a culture of continuous improvements through weekly 1:1s and impromptu coaching sessions. - Communication: Maintain open and effective communication channels with team members, other shift leads, and management. Report any issues, escalations, or opportunities for improvement. - Problem Solving: Address operational challenges and resolve issues that may arise during the shift. Collaborate with other departments to find solutions to complex problems. - Helpdesk Management: Ensure the helpdesk is managed by checking agent availability and SLA tickets. - Ensuring you are available as the POC in the management queue to do escalations. Requirements WHAT WE’LL LIKE ABOUT YOU YOU ARE… - Curious and authentic, just like us! #beboldr - An analytical and critical thinker, with an eye for even the most minute of details - Passionate about client satisfaction YOU HAVE… - Bachelor's/College Degree in any field you’re passionate about! - 1 year of leadership experience. - 3+ years of Customer Support experience - Basic knowledge of cloud-based applications such as Google Drive, Google Sheets, Google Docs, and MS Office applications. - Excellent verbal and written communication skills. - An ability to understand and communicate complex ideas to clients. - Aptitude to quickly learn and navigate new technology, systems, and applications. - Ability to accept feedback gracefully and with an open mind. - Customer orientation and ability to adapt/respond to customers with diverse backgrounds.

Apply directly on RemoteJobs.org: https://remotejobs.org/remote-jobs/team-lead-boldr