Bilingual (FR/ENG) Team Manager

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 +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.   

Job Description

The candidate we are looking for must be fluent in English and French as he/she will be required to handle meetings with top management based in North America. In addition we are also for candidates with the following qualifications :

• Minimum of 2 years as team manager, in a call center environment.
• A degree in the following fields: Commerce, Marketing, Communication...etc.
• Charisma, integrity, a spirit of challenge, leadership, communication and management skills are all necessary qualities that can guarantee a successful career.

Main responsibilities

Foundever Rabat is looking for an experienced Bilingual (FR/ENG) Team Manager for a project involving a reputable enterprise. As a Team Manager, you role will be central and will involve the following : 

• Ensure that calls are handled professionally.
• Provide direction and guidance to guarantee the 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 goals for the number of call monitoring per week and scores for an assigned team of customer service agents.
• Coach, mentor and develop agent team for skills expansion and promotional opportunities.
• Perform other devolved missions.