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Operations Manager

2 months ago

Fayetteville, North Carolina, United States Foundever Full time

About Us

FoundeverTM 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 +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.

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.

  • Winner of Comparably' s Award for Best Global Culture for the past 3 years
  • Gold Stevie Award Winner for Great Employers
  • Winner of The Business Intelligence Group's 2024 Best Place to Work award
  • Military Spouse Friendly Employer
  • Rated by Comparably among the Top 100 highest-rated Companies for Diversity

Read more about our culture: FoundeverTM Stories.

Job Summary

  • Manage first-line supervisors responsible for managing the daily operations of a team of representatives handling customer inquiries and issues.
  • Ensure client and corporate service, quality, and contribution goals, financial, metric and associate satisfaction goals within the site are met.
  • Provide leadership and management to associates; provide training and development of supervisory team. Coach and mentor team supervisors. Regularly conduct supervisory team meetings. Supervise multiple teams for one or more clients.

Responsibilities:

  • Lead teams to meet and exceed business objectives (client and corporate service, quality and contribution goals, as well as financial, metric and employee satisfaction goals), ensuring the consistent achievement of all financial and operational KPI's across the site.
  • Direct involvement in recruitment, selection, induction and ongoing skills development for all direct reports, ensuring we attract and retain the best talent.
  • Line management responsibility for Coaches/Team Managers who manage the daily operations of a team of Agents/Advisors handling customer questions and issues.
  • Supervisory responsibility for multiple teams with more than one client.
  • Conduct meetings with Coaches/Team Managers as needed. Ensure PEAKOS metrics are consistently achieved, and appropriate actions taken to address any shortfall.
  • Undertake formal quarterly performance reviews and one-one-one 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.
  • Ensure actions from the 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 two-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.
  • Coordination of responses to any client change control requests. Ensure call monitoring is undertaken in line with PEAKOS 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.
  • Apply process for tracking 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.
  • Prepare, analyze and present data to the client as part of monthly performance reviews.
  • Action commercial decisions affecting P&L.
  • Ensure forecasts and work schedules are accurately completed using relevant client information and scheduling tools.
  • Ensure integrity and accuracy of financial reporting and analysis on both site and client level. Ensure budgeted revenue and EBITDA is achieved by ensuring clients are invoiced for all 'billed hours'. Perform other duties as assigned.

Primary Job Responsibilities

Experience:

  • Minimum - 2+ years of directly related experience, preferably in a customer support environment. Minimum of two years supervisory experience desired. Stable background as product specialist, technical support agent or customer service advisor.

Education

  • Minimum - Four-year college degree in business management/administration or equivalent combination of education and directly related experience.

Pre-employment Requirements:

Offers of employment are conditional and require that you complete and pass a criminal background check that reviews all criminal activity in every area of residence for the last seven years.

Foundever is committed to selecting, developing, and rewarding the best person for the job based on the requirements of the work to be performed and without regard to race, age, color, religion, sex, creed, national origin, ancestry, citizenship, disability/handicap, marital status, protected veteran status, uniform status, sexual orientation, pregnancy, genetic information, gender identity and expression, or any other basis protected by federal, state or local law. The Company forbids discrimination of all kinds, whether directed at Associates, applicants, vendors, customers, or visitors. This policy applies to all terms and conditions of employment, including recruitment, hiring, promotion, compensation, benefits, training, discipline, and termination.

Skills/Knowledge/Abilities

Education

Experience Target

Specialized Certifications