About Foundever ™
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.
Team Lead
Are you an excellent communicator who understands the benefits of utilising key questioning techniques?
Would you like to work for a large Global Organisation?
If you can answer yes to the last three questions then look no further as we have the ideal vacancy for you!
We offer a good benefit package as below:
- Perks: employee benefits scheme that works with the best UK retailers
- Learning and Development courses
- Career opportunities within the account
- Monthly incentive prizes
What you need to do in return? Well…you need to effectively use your excellent team management skills to provide support and development to your team. We work on a fast paced environment where dedication and flexibility matters. If you feel you would like to be part of this team and you are ready to show your best talents, please read on:
50 % of Responsibilities include:
- To gain the commitment of employees to the company goals and objectives.
- Motivation, monitoring, calibration, coaching, training and development of employees as required.
- To communicate the performance goals and measures to staff and to provide regular and constructive feedback via PEP feedback sessions and Performance Reviews in line with agreed processes and timescales.
- To communicate the company policy and procedure to staff and ensure that they are adhered to.
- To identify and implement any staff training needs.
- To provide counsel where there are performance or conduct issues and, in conjunction with the HR department, to take appropriate disciplinary action where required, in line with the company policy.
- To ensure that agents have the knowledge, skills and equipment required to carry out their function effectively and efficiently and escalate any issues where appropriate. • To ensure effective recruitment of appropriate staff to the team, including conducting interviews and liaison with the recruitment agency.
- To develop and implement employee work schedules, including breaks, holidays and off-line time.
- To solve any escalations which occur in line with the agreed procedure.
- To meet or exceed account performance measures e.g. abandon rates, average talk times etc. for the team.
- To ensure client satisfaction on quality and service levels.
- Ability to stay calm in a crisis • Previous Team Lead experience preferred Hour of Operation - Monday - Fri 08:00 – 20:00, Sat 13:00 – 17:00 (candidates must be flexible around the shifts)
The Remaining 50% of Responsibilities include:
- Production of client related reports both statistical and factual.
- Assist in the preparation and implementation of new client projects. Assist in reviewing and maintaining existing projects
- Participate in regular client conference calls
- Manage admin tasks such as sending bulk customer emails, assessing customer reviews
- Assist L2 agents with customer and client escalations
- Own adhoc requests from client such as providing specific intelligence and historical data for particular subjects or timescales
- Escalate any issues to client in timely manner and take necessary actions to resolve
Role requirements:
- Fluent in English
- Educated to at least HND level or equivalent qualification / experience • Excellent communication skills both written and verbal
- Management and interpersonal skills
- Report writing and analytical skills
- Ability to identify problems, collate data, establish facts and draw conclusions.
- Proficient with spreadsheets and word processing software