Team Captain  


  • Tacloban, Philippines
    Tacloban, Leyte, Philippines
  • Full timeFULL_TIME

Expired 3 days ago

Job closed.

Job Description

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:

People Management

  • Identify growth and development opportunities for team members
  • Monitor attendance and punctuality and other people issues of all team members and consistently escalate them to the HR department for proper disciplinary action as needed

Performance Quality Management

  • Monitor and assess team members’ performance, and provide timely feedback through regular coaching as well as through Weekly and Monthly performance reviews.
  • Ensure that team members are properly trained and working consistently to meet client needs.
  • Ensure that the team meets company and client-specific KPI targets.


  • 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 People Development Manager to make recommendations for their team member’s career path, and assist in making a comprehensive training plan for them.
  • Relay consistent issues to the Service Delivery Manager in a timely and efficient manner.
  • Helps in culture building particularly in embracing our Core Values and practicing what a Boldr leader should be.
  • Guide 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 Implement policies related to the Client’s products.
  • Contribute to the ongoing development of customer support and success processes.
  • Demonstrate mastery of 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 Client Experience Manager.

Minimum Qualifications

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, to set priorities and abide by them, and to consistently maintain a positive client service image under difficult conditions

You have:

  • Three years of supervisory experience in a related field (especially email and chat support).
  • A general understanding of content moderation.
  • At least 2 years of college undergraduate.
  • Intermediate knowledge of CRM systems (i.e. Zendesk, Salesforce IQ, Salesforce).
  • Intermediate knowledge of cloud-based applications (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 customers, both verbally and in written form.
  • Aptitude to quickly learn and navigate new technology, systems, and applications.
  • Ability to accept feedback gracefully and with an open mind.

Jobs Summary

Job Level
Mid-Senior Level / Manager
Job Category
Customer Service
Educational Requirement
Bachelor's degree graduate
Office Address
Tacloban, Leyte, Philippines
Business Process Outsourcing
1 opening

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About Boldr

Boldr | Outsourcing With Impact.

Boldr is a purpose-driven outsourcing partner to fast-growing businesses. We provide custom solutions in Customer Experience, Data Management, and Sales Enablement.

At Boldr, we foster an environment where the energetic, the curious, and the passionate thrive. We never shy away from difficulties and have fun taking them on. We see challenges as opportunities to learn because we believe that the finest blades are forged in fire. Our door is always open to like-minded individuals who are looking for a new and exciting BPO culture — ordinary is not in our vocabulary.

If you’re bold enough and want to contribute to making a lasting impact, we want you!

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