Team Lead - Bi-lingual (Spanish/English)- Virtual

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. 

Job Summary

• Summary of Responsibilities 
• Supervise assigned team to meet or exceed client and corporate goals including Operational metrics, Quality, Customer satisfaction, Client satisfaction, and Profitability/Productivity. 
• Hire and retain the best agents.   
• Regular monitoring, coaching and development of agents with the team.   
• Implement agent recognition programs under direction of Manager Site Operations.   
• Share best practices across teams and build spirit of teamwork. 

Position Qualifications  

• Minimum of 12 to 18 months of call center experience preferably as a product specialist.
• Must be fully bi-lingual in both Spanish and English. 
• 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). 

Primary Job Responsibilities

Education  

• Four-year college degree or directly related work 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.   

Skills/Knowledge/Abilities

Education

Experience Target

Specialized Certifications