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DESCRIPTION
Come and work with us.
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 +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.
YOUR RESPONSIBILITIES:
- Apply a process of continuous review and proactive management of absenteeism and attrition for all Advisors in the team, ensuring return to work and exit interviews are completed;
- Continually review and monitor the work performance of all Advisors against agreed KPIs, instigating appropriate corrective action, and using performance management tools, to manage any shortfall;
- Undertake formal quarterly performance reviews and 1:1 monthly meetings with each Advisor, ensuring objectives are continuously reviewed and linked to business KPIs;
- Ensure 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;
- Facilitate a culture of open and honest 2-way communication, ensuring key messages are cascaded to all team members, encouraging feedback and sharing of ideas and best practices;
- Maintain an environment that supports the spirit of teamwork, where Advisors are committed, loyal, and take pride in working for the company; ensure actions from employee satisfaction surveys are implemented and continuously reviewed;
- Coach, develop, and motivate Advisors by providing the skills and knowledge to perform their job, together with opportunities for skills expansion and career development;
- Continuously monitor Advisor calls in line with CLOE, either via deskside 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 the Operations Manager;
- Ensure actions from Employees Satisfaction surveys are implemented and continuously reviewed;
- Understand and comply with all regulatory, fair trading, and competition rules and adhere to Health, Safety and Security responsibilities.
REQUIREMENTS
THE CANDIDATE:
- Has very good command of spoken Russian (C1-C2);
- Has good command of spoken English (C1-C2);
- Previous relevant experience as Team Manager;
- Evidence of effective interpersonal, coaching, and leadership skills;
- Excellent telephone, keyboard, verbal and written communication skills;
- Good numeric and verbal reasoning skills;
- Effective time management:
- Ability to organize and prioritize, set priorities and multi-task;
- People-oriented;
- An element of gravitas;
- Experience with policy work;
- Early adopter of technology;
- Dependable, reliable, and able to perform duties with minimum supervision;
- Ability to interact positively with staff at all levels.