Skills

Go Problem-solving Sales Customer Service Attention to detail Coaching Team Spirit

Job Specifications

Main Tasks and Responsibilities:

Build and maintain strong relationships with the client, serving as their primary point of contact.
Oversee agent performance to ensure the achievement of Key Performance Indicators (KPIs), including Average Days to Solve, Quality, Returns, Unacceptable Breaches, and Productivity.
Implement effective performance management strategies for all agents.
Provide coaching, development, and mentoring to customer service agents, fostering an environment that promotes excellence through encouragement and empowerment.
Regularly assess team skills and competencies, identifying improvement areas in collaboration with the learning department to support ongoing development.
Actively drive efforts to meet and exceed key performance indicators.
Prepare and deliver reports and statistical analyses as per client agreements.

Profile Required:

Proven experience in a costumer service success, account management, or sales role.
Excellent command of both languages English and french (C1).
Strong problem-solving abilities and attention to detail.
Ability to work in a fast-paced environment and manage multiple accounts.

Education And Experience

Bachelor's degree
Previous relevant experience as Team Manager

Go further with Foundever(tm)

What's in it for you? We give our people the tools to learn and grow

Permanent contract
Private healthcare
Continuous learning/development opportunities
Competitive career opportunities
International and multicultural environment (celebrations, initiatives to develop your skills and events to increase the team spirit)
EverBetter wellness program (Fitness room in our premises & Personal Trainer)

About the Company

Foundever® is a global leader in the customer experience (CX) industry. With +150,000 associates across the globe, we’re the team behind the best experiences for +800 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 strengt... Know more