Coach (Team Lead)

Coach

About Us

Foundever® is a global leader in the customer experience (CX) industry. With 150,000 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.

Our Core Values are:

• Creativity: Make it simple, lead the change.
• Commitment: Aim for better, impact for the good.
• Connection: Share experiences, grow together.

Come and work with us.

As a Coach we expect you to:

• Ensure calls are handled professionally.
• Provide direction and guidance to ensure consistent achievement of key performance metrics.
• Achieve, measure, report and communicate metric goal attainment for assigned team.
• Ensure accurate and timely communication of client and campaign issues to Manager Site Operations.
• Consistently achieve number of call monitoring per week goal and scores for the team.
• Coach, mentor, and develop agent team for skills expansion and promotional opportunities.
• Perform other duties as assigned including taking front line customer calls as required.

• Supervise assigned team to meet or exceed client and corporate goals including Operational metrics, Quality, Customer satisfaction, Client satisfaction, and Profitability/Productivity.
• Hire and retain the best agents.
• Regular monitoring, coaching and development of agents with the team.
• Implement agent recognition programs under direction of Manager Site Operations.
• Share best practices across teams and build spirit of teamwork.

• Fluent English verbal and written communication skills (B2)
• Minimum of 3 months of call center experience preferably as a product specialist.
• Demonstrated interpersonal, coaching, and supervisory skills.
• Demonstrated ability to set priorities and multi-task.
• Excellent verbal and written communication skills.
• Good computer skills (hardware, operating systems, Internet).