Team Lead= Fayetteville

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 Responsibilities

• Ensure that calls are handled.
• Coach, mentor and lead 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 representatives.
• Develops agent team for skills expansion and promotional opportunities.
• Perform other duties as assigned.

Primary Job Responsibilities

Position Qualifications 

• Minimum of 12 to 18 months of call center experience preferably as a product specialist.
• Demonstrated interpersonal, coaching, and supervisory skills.
• Demonstrated ability to set priorities and multi-task.
• Excellent verbal and written communication skills.
• Good computer skills (hardware, operating systems, Internet).

Education 

Four-year collee degree or directly related work experience.

EEO

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