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. 

 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. 

• Winner of Comparably’ s Award for Best Global Culture for the past 3 years   

• Gold Stevie Award Winner for Great Employers  

• Winner of The Business Intelligence Group’s 2024 Best Place to Work award 

• Military Spouse Friendly Employer 

• Rated by Comparably among the Top 100 highest-rated Companies for Diversity  

Read more about our culture: Foundever™ Stories. 

Job Summary:  

Ensure calls are handled professionally. Provide direction and guidance to ensure 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 number of call monitoring per week goal and scores for the team.  Coach, mentor, and develop agent team for skills expansion and promotional opportunities.  Perform other duties as assigned including taking front line customer calls as required. 

Summary of Responsibilities 

In a call center environment,

• Monitoring team performance by identifying team and individual performance statistics; measure against standards.
• Conducting coaching meetings  to discuss agent performance relative to metrics and company standards as well as recognition of achievements; recognizing areas of opportunity, developing and reviewing monthly objectives, reviewing variances in performance, developing action plans and goal setting as required and communicating corporate as well as operations related expectations and information.
• Auditing calls monthly based on predetermined quality standards; identifying trends and providing quality improvement.
• Providing ongoing feedback and recommendations affecting the department’s efficiency and effectiveness in service delivery (i.e. quality improvements, productivity issues) to Operations Manager/Director of Operations.
• Developing a workplace culture that promotes the commitment to patient safety and quality.
• As applicable, maintaining clinical credibility by handling calls as operationally required.  
• Bi-lingual highly preferred.

Position Qualifications  

• Bachelor’s degree in Social Work or Mental Health related discipline, would also consider a Business degree if combined with human social services experience
• Minimum 1 year of Human Social Services experience, counseling or facilitation experience.
• Experience utilizing Motivational Interviewing techniques or equivalent coaching experience.
• Demonstrated knowledge of addiction issues, treatments and recovery processes.
• 1 – 3 years supervisory experience

Education  

Four-year college degree or directly related work experience. 

Salary Range  

The base pay range for this position is up to CAD 51,000 per year; however, base pay offered may vary depending on location, job-related knowledge, education, skills, and experience.   

Pre-employment Requirements:   

Offers of employment are conditional and require that you complete and pass a criminal background check that reviews all criminal activity in every area of residence for the last seven years.   

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.