Technical Support Team Captain - Monterrey, México - Boldr

Boldr

Empresa verificada

Monterrey, México

hace 1 semana

Publicado por:

Rodrigo Fernández

Reclutador de talento para beBee

Descripción

A LITTLE BIT ABOUT Boldr

Boldr is the first global B-Corp dedicated to delivering worldclass 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, as well as coordinate with clients from time to time.

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

WHY DO WE WANT YOU:

We are on the lookout for impact-driven, life-long learners who are passionate in helping Boldr grow and achieve our Purpose.

We expect our team to become our ultimate partners in 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:

People Development

Identify growth and development opportunities for team members to enable career progression and selfdevelopment
Monitor and assess team members' performance, and provide timely feedback through regular coaching through the Employee Discussion Log and Quarterly Performance Appraisals
Helps in culture building particularly in embracing our Core Values and exemplifying what a Boldr leader should be

Team Management

Monitor attendance and people concerns of all team members, coordinating closely with the HR Team for disciplinary cases
Ensure that team members are properly trained and working consistently to meet client needs
Ensure that the team meets company and clientspecific KPI targets through product/service training

Internal Coordination

Work with the People Team to make recommendations for their team member's career advancement based on their personal aspirations and learning needs
Relay consistent issues to Service Delivery Manager in a timely and efficient manner

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
Identify opportunities for continuous improvement and scaling growth, in coordination with the Service Delivery Manager

Requirements:

WHAT WE'LL LIKE ABOUT YOU:

YOU ARE

Passionate about developing people and scaling teams
Excited about learning and developing relationships with clients
Analytical and a problem solver
Fluent and articulate with strong writing skills and clear presentation abilities persuasive but empathetic
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 being solutionsoriented
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

YOU HAVE

Bachelor's/College degree in a relevant discipline you're passionate about
Three years of supervisory experience in a related field
At least 1 year of BPO (Customer Service or Technical Support) experience
Preferably currently working in a Tech Support role (if not, at least not more than a year away from it)
Basic to Intermediate knowledge of Javascript, HTML and Operating Systems (PC/Mac OSX)Troubleshooting
Excellent verbal and written communication skills
An ability to understand and communicate complex ideas to clients
Ability to accept feedback gracefully and with an open mind
Customer orientation and ability to adapt/respond to customers with diverse backgrounds