Operations Manager - US Experience

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

Operations Management

• Establish and maintain business standards for accuracy, productivity, and reliability.
• Manage the daily functions of the business.
• Prepare annual performance review and reevaluate processes.
• Meet contract service key performance measures.
• Ensure regulatory, compliance, and legal rules are followed.
• Manage budget to align with goals of business.
• Manage the relationship with WFM for optimum utilization of resources.
• Meet daily, weekly & monthly reporting obligations, provide thorough analysis on operational trends and corrective actions.

People Management

• A role model for the team.
• Set key performance indicators for the team.
• Monitor performance and implement performance management tools to ensure continuous feedback (one-ones, performance dialogue).
• Communicate company, department & unit objectives, ensure proper alignment and understanding of the end-end role.
• Set and supervise development plans for teams & individuals.
• Improve team productivity period over period.
• Set team & individual targets.
• Manage team attrition to acceptable levels.
• Hire as well as oversee the interviewing/hiring of supervisors and representatives in cooperation with Human Resources.
• Maintain team technical proficiency and productivity, and provide technical training where required.
• Set SMART goals and targets for the planning teams and ensure their alignment and integrity with strategic directions of the departments.
• Identify required resources and skill sets/competencies required to carry out successfully unit plans.
• Balance and monitor the workload distribution to match the business needs and team capabilities.
• Promote cross-training and knowledge share between the team members and prepare professional development action plan for team members.
• Provide formal and informal performance feedback on an ongoing basis.
• Customer Management & Support.
• Maintain and enhance the company’s standards of customer service.
• Use all available measures to push continuous improvement to high customer satisfaction level.
• Map operations processes to customer satisfaction indicators.
• Ensure operations are compliant with regulatory requirements, check periodically for updates.

Requirements:

• English Proficiency of C1, with a second language being a plus.
• Advanced knowledge of Microsoft Office applications (Word, Excel, PowerPoint, MS Project).
• 5 years of experience in the call center industry.
• Proven 1-2 year experience as an Operations Manager or equivalent title is a must for a US account. 
• Previous project management experience is a plus.