Come and work with 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 +750 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.
YOUR RESPONSIBILITIES:
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Apply a process of continuous review and proactive management of absenteeism and attrition for all Advisors in the team, ensuring return to work and exit interviews are completed;
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Continually review and monitor the work performance of all Advisors against agreed KPIs, instigating appropriate corrective action, and using performance management tools, to manage any shortfall;
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Undertake formal quarterly performance reviews and 1:1 monthly meetings with each Advisor, ensuring objectives are continuously reviewed and linked to business KPIs;
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Ensure Advisors are recognized and rewarded for outstanding achievements/performance in line with company mission and values;
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Provide clear direction and guidance to ensure consistent achievement of key performance metrics;
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Facilitate a culture of open and honest 2-way communication, ensuring key messages are cascaded to all team members, encouraging feedback and sharing of ideas and best practices;
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Maintain an environment that supports the spirit of teamwork, where Advisors are committed, loyal, and take pride in working for the company; ensure actions from employee satisfaction surveys are implemented and continuously reviewed;
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Coach, develop, and motivate Advisors by providing the skills and knowledge to perform their job, together with opportunities for skills expansion and career development;
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Continuously monitor Advisor calls in line with CLOE, either via deskside or remote monitoring, across a sample of transaction types, ensuring performance metrics are consistently achieved;
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Ensure accurate and timely communication of any client/campaign issues to the Operations Manager;
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Ensure actions from Employees Satisfaction surveys are implemented and continuously reviewed;
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Understand and comply with all regulatory, fair trading, and competition rules and adhere to Health, Safety and Security responsibilities.
THE CANDIDATE:
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Has very good command of spoken **Russian **(C1-C2);
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Has good command of spoken **English **(C1-C2);
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Previous relevant experience as Team Manager;
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Evidence of effective interpersonal, coaching, and leadership skills;
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Excellent telephone, keyboard, verbal and written communication skills;
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Good numeric and verbal reasoning skills;
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Effective time management:
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Ability to organize and prioritize, set priorities and multi-task;
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People-oriented;
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An element of gravitas;
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Experience with policy work;
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Early adopter of technology;
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Dependable, reliable, and able to perform duties with minimum supervision;
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Ability to interact positively with staff at all levels.
Foundever® OFFERS YOU:
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Work from our office in Varna;
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Competitive remuneration scheme;
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Standard working schedule;
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Social package including: additional healthcare insurance, gift vouchers, sport card discounts;
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To participate in company initiatives – charity activities, team buildings, sports events, internal competitions;
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Opportunities for a long-term professional career;
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Entitlement to company internal training and development accordingly global standards.
Go further with Foundever®
We believe in memorable associate experiences. Here, you can improve your quality of life and grow your career.
**Apply today! **