Sr. Operations Manager-Deland, FL

About Us

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.    

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.    

Get to know us at www.foundever.com and connect with us on Facebook, LinkedIn and Twitter.  

Job Summary

SUMMARY OF JOB RESPONSIBILITIES  

Manage first-line supervisors that are responsible for managing the day-to-day 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 the supervisory team.  

Coach and mentor team supervisors.  

Regularly conduct supervisor team meetings.  

Supervise multiple teams for one or more clients. 

KNOWLEDGE/SKILLS/ABILITIES 

Strong leadership skills with the ability to manage large groups of people.  

Strong verbal/written communication and facilitation skills.  

Strong interpersonal skills and experience demonstrating successful customer relationship management ability. 

Primary Job Responsibilities

EDUCATION 

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

EXPERIENCE TARGET 

Luxury retail or other “white-glove” concierge experience required 

Luxury retail or other “white-glove” concierge experience in a supervisory role, preferred 

Commission based sales environment experience  

Call Center experience required  

BPO experience preferred 

TRAITS AND CHARACTERISTICS 

Outgoing 

Quick and articulate  

Understands the fundamentals of sales 

Able to connect around Needs/wants/desires 

Relatable 

Able to overcome objections 

Skills/Knowledge/Abilities

Education

Experience Target

Specialized Certifications