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Descripción de la oferta
Foundever is a global leader in the customer experience (CX) industry. With 170,000 associates across the globe, were the team behind the best experiences for +750 of the worlds leading and digital-first brands. Our innovative CX solutions, technology, and expertise are designed to support the operational needs of our clients and deliver a seamless experience to customers in the moments that matter. Foundever is looking for a Client Relations SpecialistJob description
With regard to compliance, the incumbent:
- Proactively manages and is responsible for all Health and Safety issues for the team, ensuring a safe working environment for everyone.
- Takes personal responsibility to understand and comply with all company and client security requirements and policies.
- Ensures that all team members (Foundever or agency/contract) comply fully with the security policies and requirements of Foundever and its Clients, ensuring staff is given an appropriate level of knowledge/awareness to be able to comply with the policies within the context of their role and taking appropriate action when non-compliance is identified.Responsibilities:
- Lead a team to meet and exceed business objectives, ensuring that key financial, operational and quality metrics are consistently achieved.
- Have direct involvement in the recruitment, selection, induction training and ongoing skills development for all Agents/Advisors in the team, ensuring we attract and retain the very best talent.
- Apply a process of continuous review and proactive management of absenteeism and attrition for all Agents/Advisors in the team, ensuring return to work and exit interviews are completed.
- Continually review and monitor work performance of all Agents/Advisors against agreed KPIs, ensuring that calls are handled professionally and instigating appropriate corrective action, using performance management tools to manage any shortfall.
- Undertake formal quarterly performance reviews and one-on-one monthly meetings with each Agent/Advisor, ensuring objectives are continuously reviewed and linked to business KPIs.
- Ensure Agents/Advisors are recognized and rewarded for outstanding achievements/performance in line with company mission and values.
- Provide clear direction and guidance to ensure consistent achievement of key performance metrics.
- Measure, report and communicate metric goal attainment for assigned team.
- Facilitate a culture of open and honest two-way communication, ensuring key messages are cascaded to all team members, encouraging feedback and sharing of ideas and best practice.
- Maintain an environment that supports the spirit of teamwork, where Agents/Advisors are committed, loyal and take pride in working for the company.
- Ensure actions from employee satisfaction survey are implemented and continuously reviewed.
- Coach, develop and motivate Agents/Advisors by providing the skills and knowledge to perform their job, together with opportunities for skills expansion and career development.
- Continuously monitor Agent/Advisor calls in line with GOS, either via desk-side or remote monitoring, across a sample of transaction types, ensuring performance metrics are consistently achieved. Ensure accurate and timely communication of any client/campaign issues to Operations Manager.
- Ensure appropriate actions are taken to improve client satisfaction survey scores.Qualifications:- Education High School Diploma
- Experience Target: Open to OMTTs who have been in the role for at least 1 year or OMs with at least six months of experience. Preferred experience as a manager in the BPO industry.- Skills: Positive attitude, Approachable, Trustworthy, passionate, Great communication skills, Full schedule availability, Fast learner and team worker.
- Knowledge/Abilities: This is open to PERU (1 year in the OMTT position or at least 6 months as OM.) who have performed well in their account as an agent or a different role.
- B2+ English and full Microsoft Office package
Requerimientos
- Educación mínima: Educación Secundaria
- 1 año de experiencia
- Idiomas: Inglés
Palabras clave: operaciones, lider, jefe, gerente, manager, director, chief, lead, jefatura, regente
Ayer (actualizada)
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Acerca de Foundever
La misión consiste en ser las soluciones y el equipo tras las mejores experiencias para las principales marcas del mundo, invertimos en crear prestaciones innovadoras y que priorizan a las personas, diseñadas para ofrecerte una ventaja competitiva en los momentos que importan.
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