Las Vegas -Coach

About Us

Sykes and Sitel are now Foundever™.  At Foundever, we deliver leading CX solutions to global industry clients that offer their consumers an array of products including customer service, technical support and warranty options. You will find our call center jobs surprising. All our calls are inbound calls only - no cold calling. We invest in our people by providing paid training along growth and development opportunities. 84% of our management are promoted from within.  

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 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 agent team for skills expansion and promotional opportunities. 

Perform other duties as assigned. 

QUALIFICATIONS 

Minimum of 12 to 18 months of call center experience preferably as a product specialist. 

Demonstrated interpersonal, coaching, and supervisory skills. 

KNOWLEDGE/ABILITIES 

Demonstrated ability to set priorities and multi-task. 

Excellent verbal and written communication skills. 

Good computer skills (hardware, operating systems, Internet). 

EDUCATION 

Four-year college degree or directly related work experience.