Senior Business Operations Director

About Us

• Boldr is the first global organization 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 impact.
• We employ just over a thousand members across five countries and aim to employ over 5,000 people by 2027, if not sooner.

Our Values

• Authenticity is the foundation of meaningful connections
• We achieve our best work by embracing curiosity
• We grow by remaining adaptable
• SUCCESS combines ambitious vision with operational excellence
• At the heart of great partnerships, we'll always find empathy

Your Role

As a Senior Team Captain, you will manage a combination of any of the following:

• At least 3 autonomous accounts
• An account with a minimum headcount of 8 and a dedicated Shift Lead
• At least 1 Team Captain managing a minimum of 4 team members

You are responsible for the day-to-day management of your team/s and those of the Team Captain's reporting directly to you. You will serve as a point of escalation for issues outside the authority of an agent or Team Captain. You will also be working with the Service Delivery Manager as well as the People Manager to identify growth and development opportunities for the team members.

Why We Want You

We are currently looking for impact-driven individuals who are passionate in helping us 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.

Key Responsibilities

People Management

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

Performance Quality Management

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

Logistics

• Ensure that team members and equipment needs are met to sustain service levels
• Recommend/suggest relevant alternatives to the product or tool being used

Internal Coordination

• Work with the Senior Manager for People to make recommendations for their Team Captains' and team member's career path, and assist in making a comprehensive training plan for them.
• Relay consistent issues to Service Delivery Manager in a timely and efficient manner
• Help in culture building particularly in embracing our Core Values and practicing the competencies of a Boldr leader.
• Provide guidance to 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.
• 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; particularly when multiple departments or teams are involved.
• Identify opportunities for continuous improvement and additional client value, discussing directly with the Client Experience Manager.

What We're Looking For

• A curious and authentic individual, who shares our passion #beboldr
  • An analytical and critical thinker, with an eye for even the most minute of details
  • Passionate about client satisfaction

Requirements

• Bachelor's/College Degree in any related field you're passionate about
• At least 2 years of experience leading supervision/leadership roles
• At least 3 years of Client facing experience
• At least 2 years of experience providing coaching
• Basic knowledge of Root Cause Analysis
• Lean Six Sigma knowledge is a plus
• Intermediate knowledge of cloud-based applications and MS Office applications
• Excellent verbal and written communication skills.
• An ability to understand and communicate complex ideas to others, 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.
• Excellent interpersonal skills with the ability to easily relate to people in various levels of the organization.