Senior Team Captain

2 weeks ago

Cape Town, Western Cape, South Africa Boldr Full time

WHAT IS YOUR ROLE:

As a Senior Team Captain, you will manage a combination of any of the following:

  • at least 3 autonomous accounts
- an account with a minimum headcount of 8 and a dedicated Shift Lead
- at least 1 Team Captain managing a minimum of 4 team members


You are responsible for the day-to-day management of your team/s and those of the Team Captain's reporting directly to you.

You will serve as a point of escalation for issues outside the authority of an agent or Team Captain.

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


WHAT WILL YOU DO:

People Management

  • Identify growth and development opportunities for Team Captains and team members
  • Monitor attendance and punctuality and other people issues of all team members and consistently escalate them to the HR department for proper guidance as needed
Performance Quality Management

  • Monitor and assess Team Captains' and team members' performance, and provide timely feedback through regular coaching as well as through Weekly and Monthly performance reviews
  • Ensure that Team Captains and team members are properly trained and working consistently to meet client needs
  • Ensure that the team meets company and clientspecific KPI targets
Logistics

  • Ensure that team members and equipment needs are met to sustain service levels
  • Recommend/suggest relevant alternatives to the product or tool being used by the company
Internal Coordination

  • Work with the Senior Manager for People to make recommendations for their Team Captains' and team member's career path, and assist in making a comprehensive training plan for them.
  • Relay consistent issues to Service Delivery Manager in a timely and efficient manner
  • Help in culture building particularly in embracing our Core Values and practicing the competencies of a Boldr leader
  • Provide guidance to 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
  • 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; particularly when multiple departments or teams are involved
  • Identify opportunities for continuous improvement and additional client value, discussing directly with the Service Delivery Manager

Requirements:

YOU HAVE

  • Bachelor's/College Degree of any related field you're passionate about
  • At least 1 year of experience working in a team environment in a supervisory position
  • Excellent verbal and written communication skills
  • An ability to understand and communicate complex ideas to others, both verbally and in written form
  • Ability to accept feedback gracefully and with an open mind
  • Excellent interpersonal skills with the ability to easily relate to people in various levels of the organization

Benefits
Salary plus benefits

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