Shift Lead

5 months ago


Cape Town, South Africa Boldr Full time

**WHAT IS YOUR ROLE**:
The Shift Lead provides excellent service based on standard policies and client-specific procedures. You must be eager to meet and exceed client expectations and consistently respond to client requests in a timely manner. Your mission is to act as the Point-of-Contact for your team. You will take the time to communicate statuses/check-ins to our internal management team and clients.


WHAT WILL YOU DO
- Understand, articulate, and implement best practices related to your area of expertise
- Provide guidance to team members to foster growth and development, best practices, and optimal morale.
- Demonstrate a strong interest in learning about the assigned client, including key contacts, unique requirements and operating processes
- Facilitate training and/or refresher sessions in your area of expertise when necessary.
- Cascade updates on processes when prescribed from the Team Captain and/or client and make sure that the team understands it correctly
- Communicate any process failure, clarification, or question to Team Captain in a timely manner
- Make sure that all required deliveries are equally divided and completed correctly to maintain 99.9% Quality
- Help motivate the team to meet the daily targets
- Highlight and report any issues within the team: performance, attendance, energy / motivation
- Proactively include suggestions on how operations management can help with issues and concerns Initiate reviews of materials to ensure proper and timely execution of processes
-

**Requirements**:
YOU HAVE
- Bachelor's/College Degree in any field you’re passionate about
- 1 year leadership experience
- Experience working in high volume support desk environment
- Strong writing and grammatical skills
- Strong problem solving skills
- Above average written and verbal communication skills
- 40-60 words per minute typing speed

**Benefits**

Salary + Benefits


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