Coach - Onsite in Las Vegas, NV.

About 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 +800 of the world’s leading and digital-first brands. Our innovative CX solutions, technology, and expertise support operational needs for our clients and deliver seamless experiences to customers in moments that matter. Supporting +9 million customer conversations daily in +60 languages across 45 countries, Foundever combines global strength and scale with an agile, entrepreneurial approach, enabling companies of all sizes and industries to transform their CX.

Winner of Comparably’s Award for Best Global Culture in 2024, 2023, 2022, and 2021, and Gold Stevie Award Winner for Great Employers in 2024 and 2022, we foster an exciting culture of creativity, connection, and commitment.

Responsibilities

• Ensure calls are handled professionally and provide direction to achieve consistent key performance metrics.
• Achieve, measure, report, and communicate metric goal attainment for the assigned team.
• Ensure accurate and timely communication of client and campaign issues to Manager Site Operations.
• Consistently meet call monitoring goals and quality scores for the team.
• Coach, mentor, and develop agents for skills expansion and promotional opportunities.
• Supervise the team to meet or exceed client and corporate goals, including operational metrics, quality, customer satisfaction, client satisfaction, and profitability/productivity.
• Hire and retain top-performing agents.
• Conduct regular monitoring, coaching, and development of agents.
• Implement agent recognition programs under the direction of Manager Site Operations.
• Share best practices across teams and foster a spirit of teamwork.
• Perform other duties as assigned, including taking front-line customer calls as required.

Requirements

• Minimum of 12 to 18 months of call center experience, preferably as a product specialist.
• Demonstrated interpersonal, coaching, and supervisory skills.
• Ability to set priorities and multi-task effectively.
• Excellent verbal and written communication skills.
• Proficiency in computer skills (hardware, operating systems, internet).
• Coach Talent+ or Coach Growth Point certification.

Qualifications

Four-year college degree or equivalent directly related work experience.

Pay

The base pay range for this position is up to $23.08 per hour, varying by location, job-related knowledge, education, skills, and experience.

Offers of employment are conditional upon passing a criminal background check reviewing all criminal activity in every area of residence for the last seven years.