Coach

Job Description:About Us
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 operational needs for our clients and deliver a seamless experience to customers in the moments that matter.Our Core Values are:
Creativity: Make it simple, lead the change.
Commitment: Aim for better, impact for the good.
Connection: Share experiences, grow together.
Come and work with us.

As a Coach we expect you to:
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.

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
Fluent English verbal and written communication skills (C1)
Minimum of 12 to 18 months of call center experience preferably as a product specialist.
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).