Helping Companies Build Global Teams Through Ethical Outsourcing
Team Lead
Location
Philippines
Posted
1 day ago
Salary
0
Seniority
Lead
No structured requirement data.
Job Description
Team Lead
Boldr
Role Description 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. Qualifications - 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. Requirements - 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. - Ensure support and acknowledgment of quality standards aligned with our client and customer experience. - Implement quality control procedures and address any quality issues promptly. - Monitor and track key performance metrics, such as agent tasks and responsibilities. - Take corrective actions as needed to meet or exceed performance targets. - 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. - Maintain open and effective communication channels with team members, other shift leads, and management. - Report any issues, escalations, or opportunities for improvement. - Address operational challenges and resolve issues that may arise during the shift. - Collaborate with other departments to find solutions to complex problems. - Ensure the helpdesk is managed by checking agent availability and SLA tickets. - Be available as the POC in the management queue to do escalations. Benefits - Impact-driven work environment. - Opportunity to contribute to Boldr's growth and purpose. - Supportive team culture that values authenticity, curiosity, and dynamism.
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