Team Captain

ESSENTIAL DUTIES AND RESPONSIBILITIES

  • Manage and direct the daily activities of the Team Leaders and FTE’s, including creative resource planning and implementing call center strategies and operations
  • Provide operational guidance. Train, coach, monitor, recognize, support and promote discipline in any given situation
  • Provide meaningful career and professional development for assigned experts, in partnership with leadership development staff
  • Provide a career path for Advisors up for promotion or those who like to level-up through an effective and comprehensive training plan 
  • Carry out needs, assessments and performance reviews to officers
  • Setting and meeting performance targets for efficiency and quality
  • Ensure that the Service Delivery processes and team are meeting Enshored and client specific KPI targets.
  • Practice and ensure compliance with all policies and procedures of the company
  • Coordinate and cooperate and collaborate with fellow coaches serving a shared customer base to ensure a seamless customer experience
  • Coordinate with Recruitment, IT and liaising with HR team
 
Minimum Requirement Qualifications:
Key Skills

  • High level of initiative, accountability, and self-motivation
  • Strong customer service orientation
  • The ability to build a productive and highly-engaged work environment 
  • Maintain calmness and composed under tight pressure and provocations
  • Ability to work independently and take responsibility for seeing things through to completion
  • Attention to detail
  • Open to feedback and criticism

Education and/or Experience

  • Bachelor's/College degree 
  • 2-5 years of experience working as a Team Captain  in a BPO setting

Demonstrated competency in the following areas is also required:
  • Strong leadership, people management, administrative, and numeracy skills
  • Strong written and verbal English communication skills
  • Proven experience at developing and maintaining relationships with key internal and external stakeholders
  • Team facilitation and training skills
  • Commitment to delivering to the highest quality first time
  • Proven ability to work to deadlines and under pressure with a positive attitude

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