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Shift Lead

Boldr

Job Type   /   Job Level

Full-time   /   Others/Any

Job Location

Manila, Metro Manila, Philippines

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 a Shift Lead, you are responsible for executing processes defined by the client or management. You will need to efficiently manage a large amount of information that is often sensitive or confidential. The role will require keen attention to detail while maintaining productivity at defined proficiency levels. You will be working with different tools and databases to gather and store data. You are expected to advise on the most efficient ways to gather and store information. You will prioritize and batch information for data entry and complete information analysis for procedures and reports. You will be responsible for guiding Advisors and Associates.

WHY DO WE WANT YOU

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

Team Leadership: 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.
Quality Assurance: Ensure support and acknowledgment of quality standards aligned with our client and customer experience. Implement quality control procedures and address any quality issues promptly.
Performance Metrics: Monitor and track key performance metrics, and take corrective actions as needed to meet or exceed performance targets.
Training and Development: Train new associates and provide ongoing training to existing team members to enhance their skills and knowledge. Foster a culture of continuous improvement.
Communication: Maintain open and effective communication channels with team members, other shift leads, and management. Report any issues, escalations, or opportunities for improvement.
Problem Solving: Address operational challenges and resolve issues that may arise during the shift. Collaborate with other departments to find solutions to complex problems.
Helpdesk Management: Ensure the helpdesk is managed by checking agent availability and SLA tickets. Ensuring you are available as the POC in the management queue to do escalations.

WHAT WE’LL LIKE ABOUT YOU

YOU ARE…

Curious and authentic, just like us! #beboldr

An analytical and critical thinker, with an eye for even the most minute of details
Passionate about client satisfaction

YOU HAVE…

Bachelor's/College Degree in any field you’re passionate about!
1 year of leadership 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.