About Us
Foundever™ is a global leader in the customer experience (CX) industry. With 170,000 associates across the globe, we're the team behind the best experiences for +800 of the world's leading and digital-first brands. Our innovative CX solutions, technology and expertise are designed to support operational needs for our clients and deliver a seamless experience to customers in the moments that matter. Supporting +9 million customer conversations every day in +60 languages across 45 countries, Foundever combines global strength and scale with the agile, entrepreneurial approach of our founder-led culture, enabling companies of all sizes and industries to transform their CX.
Primary Job Responsibilities
Summary of Primary Job Responsibilities :
- To lead teams to meet and exceed business objectives ensuring the consistent achievement of all financial and operational KPI's across the Client.
- . Direct involvement in the recruitment, selection induction and ongoing skills development for all direct reports, ensuring we attract and retain the best talent.
- Line management responsibility for Client Operations Managers.
- Ensure CLOE metrics are consistently achieved and appropriate actions taken to address any shortfall.
- Undertake formal quarterly performance reviews and 1:1 meetings with direct reports against KPI's.
- Apply a process of continuous review and proactive management of absenteeism and attrition across all Teams taking appropriate action where necessary.
- Management of any campaign migration or new business implementation for the Client.
Long Description
- Apply process for tracking of client satisfaction and complaints in terms of response and resolution.
- Ensure process audits are completed quarterly for each customer related transaction and improvement plans agreed.
- Preparing, analyzing and presenting data to the client as part of monthly performance reviews.
- Ensure forecasts and work schedules are accurately completed using relevant client information and scheduling tool.
- Ensure integrity and accuracy of financial reporting and analysis on client level
- Ensure budgeted revenue and EBITDA is achieved, by ensuring client is invoiced for all billed hours.
- Ensure team members are recruited on time and with appropriate skills, and aligned with client forecast, ensuring absenteeism and attrition are managed to maximize EBITDA contribution.
Long Description
- To ensure actions from Employee Satisfaction survey are implemented and continuously reviewed.
- Overall accountability for training, development and mentoring of direct reports to provide opportunities for skills expansion and career development.
- Facilitate a culture of open and honest 2 way communication ensuring key messages are cascaded.
- Manage client relationship at an operational level in terms of coordinating information and data requests and delivery of these within agreed timescales and to required quality.
- Co-ordination of responses to any client change control requests.
- Ensure call monitoring is undertaken in line with CLOE and reported monthly across representative sample of all transaction types and appropriate action taken to correct any shortfall.
- Ensure client satisfaction surveys are undertaken and action plans implemented and reviewed.
- Management of any client escalations relating to the Operational team's performance.
Requirements:
Short Description
- English Proficiency of C1, with a second language being a plus.
- 7 - 10 years of experience in the call center industry.
- Proven 3 -year experience as an operations Manager or equivalent title is a must
- US Account Experience – Strong background in handling U.S.-based clients, understanding cultural nuances, SLAs, and compliance requirements is a MUST
- Multi-Team Management – Experience managing multiple teams and operations managers (overseeing at least 300 to 500 FTEs).
- P&L and Financial Acumen – Proven track record of managing budgets, revenue, and operational costs to maximize profitability.
- Client & Stakeholder Management – Experience in client negotiations, QBRs, and strategic partnerships.
- Six Sigma (Green Belt or Black Belt)
- Lean Management
- Outliers Management Certification
- PMP (Project Management Professional)
- COPC Certification
