About Foundever™

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 +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.  

Come and work with us.

As a Director of Operations, your daily responsibilities will include:

• Responsible for successful and profitable operation of multiple sites within EMEA region to include service delivery, cost efficiency, quality and continuous improvement commitment. 
• Lead the local operations team in Greece in delivery consistency of a global program. 
• Support and develop local program management and facilitate best practice sharing. 
• Support Account Management in management of client expectations, goals and service delivery obligations; jointly achieving financial related targets; achieving associate engagement, satisfaction and retention. 
• Proactively partner with clients to deliver cost effective, value add, quality solutions. 
• Full operations performance responsibility.
• Achieve profitability goals for the project.
• Monitor key metrics and take appropriate actions when required.
• Work across the organization in different EMEA locations.
• Exceed or achieve client metrics and expectations.
• Deliver solutions to clients on a proactive basis to enhance the customer service experience while reducing cost.
• Exceed or achieve associate satisfaction targets.
• Develop and retain the best people for the job.
• Focus on best practices and demonstrate senior management leadership skills to contribute to the the overall success of the division and the company.

To succeed in the role, you will need to have:

• Excellent verbal and written communication skills & presentation skills
• Proven leadership skills and a strong track record of hiring, managing, coaching and developing people
• Strong financial management skills in a metric-driven environment with demonstrated management of P&L
• Analytical thinker, at ease in producing data analysis to support decision making
• Excellent interpersonal skills and experience in partnering with multiple operational support and client contacts
• PC skills including the ability to use a variety of products included in the Microsoft Office suite
• Self-organized, planning and prioritization skills
• Patience, empathy, and a unique ability to manage stress
• Solution oriented
• Strong operations leader with solid call center operations skillset and strong influencing skills
• Must hold EU citizenship or valid work permit for Greece
• Be a local candidate as it's an office based position in Athens, Greece

Education and experience:

• Education: Preferable college degree or related work experience
• Languages proficiency: C1+ Level of written and spoken English language 
• Experience Target: 8+ years of industry-related, progressively responsible experience, with 5 or more years in a customer contact center environment
  & 2+ years experience as a Senior Operations Manager

Knowledge/abilities:

• Strong knowledge and proven track record in managing >250+ seats multi-lingual customer support programs
• Demonstrated ability to analyze processes, enact change and think operationally and strategically to achieve business goals
• Expertise in 6 Sigma approach towards problem solving and analytical thinking
• Responsive, flexible and adaptable to meet the needs of the business, associates and clients
• Demonstrated focus on customer service and abilities to achieve client and associate satisfaction
• Hungry, determined, motivated, willing to take action and results-focused
• Ability to interact positively with peers and supervisors

Go further with Foundever™

What's in it for you? We give our people the tools and the freedom to learn, grow, have fun and be themselves.

• Very competitive wages and stability
• Fully paid training
• Private healthcare 
• Continuous learning/development opportunities
• Competitive career opportunities
• A safe, friendly, diverse, supporting and technological company
• International and multicultural environment (celebrations, initiatives to develop your skills and events to increase the team spirit)
• EverBetter wellness program (Fitness room in our premises & Personal Trainer)

Apply Today!

At Foundever, we recognize that our success is rooted in the diversity of our team, and we firmly believe that our differences are a powerful asset.
As an equal opportunity organization, we hold a deep appreciation for diversity and actively foster an inclusive environment.
We are dedicated to respecting and valuing the unique perspectives, backgrounds, and abilities of every individual within our company.
Our mission is to support you in achieving your goals by providing the guidance and resources you need to reach new heights.
 

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