Team Captain

5 months ago

Cape Town, South Africa Boldr Full time

**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 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.

**WHY DO WE WANT YOU**:
We are currently looking for impact-driven individuals who are passionate about 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**:
**Performance Management**
- Monitor attendance in collaboration with MC Support Team Manager
- Monitor Boldr team KPI targets and escalate failure to meet targets to Support Team Manager
- Monthly Performance Appraisals and Biannual Performance and/or Salary Appraisals, based on feedback and scores provided by the MC Support Team Manager as well as team member KPIs
- Prepare and report monthly business review deck

**Process Knowledge**
- Demonstrate mastery of the assigned tasks, including timely and high-quality task completion
- Be familiar with Mentor Collective’s key contacts, requirements, and operating processes
- Proactive and honest communication on workload and capacity
- Receptive to constructive feedback and willing to discuss action steps with the Support Team Manager
- Demonstrate consistent accountability
- Routinely and proactively provide recommendations for increased process efficiency

**People Development**
- Bi-weekly 1:1s documented in the Employee Discussion Log (EDL)
- Monitor Boldr-related concerns of Boldr team members
- Identify growth and development opportunities for team members to enable career progression and self-development
- Help in culture building particularly in embracing our Core Values

**Requirements**:
**WHAT WE’LL LIKE ABOUT YOU**:
**YOU ARE**
- Curious and authentic, just like us #beboldr
- Passionate about learning and developing relationships with clients
- Analytical and a problem-solver
- Strong English Communicator - both written and oral
- 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, set priorities and abide by them, and consistently maintain a positive client service image under difficult conditions

**YOU HAVE**
- A general understanding of content moderation.
- At least 2 years of college undergraduate.
- Intermediate knowledge of CRM systems (i.e. Zendesk, Salesforce IQ, Salesforce).
- Excellent verbal and written communication skills.
- An ability to understand and communicate complex ideas to customers, both verbally and in written form.
- Ability to accept feedback gracefully and with an open mind.

**Benefits**
- Health Care Coverage
- Retirement Fund
- Shift Allowance
- Internet Allowance
- Annual Leave

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