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.
Supporting +9 million customer conversations every day in +60 languages across 45 countries, Foundever combines global strength and scale with the agile, entrepreneurial approach of our founder-led culture, enabling companies of all sizes and industries to transform their CX.
Get to know us at www.foundever.com and connect with us on Facebook, LinkedIn and Twitter.
Summary of Responsibilities
Incumbents may perform some or all of the following duties under limited supervision:
Prepare and maintain statistical reports used in management decision-making.
Investigate and analyze data and decide upon alternatives to complete assignments.
Assemble and assess statistical information from system databases and other sources.
Independently plan, prepare and maintain business unit reports critical to organizational success/profitability and meeting client expectations.
Investigate, analyze and assess trends and campaign/brand activity.
Monitor, evaluate and assess unit productivity on a daily basis.
Communicate directly with the supervisor and/or manager regarding agent standards/productivity.
Provide associate count support for planning and scheduling.
Communicate with the manager on a daily basis to resolve problems/issues, assess forecasts and maximize efficiency.
Schedule and attend weekly forecast meetings.
May reconcile Kronos for accuracy/punches and resolve any related problems with supervisor or manager.
May track and record attendance, tardies and attrition on a daily basis.
Make the supervisor aware of occurrences (corrective action/counseling to be delivered by the supervisor).
Produce and post weekly associate schedules. Additional Operations support duties as assigned.
Position Qualifications
Ability to collect and assess data. Ability to work with minimal supervision, make independent decisions and solve complex problems.
Strong communication, and analytical skills.
Knowledge of Microsoft Excel required along with advanced PowerPoint skills. Strong interpersonal skills.
Work Experience
Minimum of 1 year of experience in a call center with at least 6 months spent as a Product Specialist or Supervisor, or equivalent combination of education and experience. Clerical and mathematical experience.
Education
Associate degree desired.
EEO
Foundever is committed to selecting, developing, and rewarding the best person for the job based on the requirements of the work to be performed and without regard to race, age, color, religion, sex, creed, national origin, ancestry, citizenship, disability/handicap, marital status, protected veteran status, uniform status, sexual orientation, pregnancy, genetic information, gender identity and expression, or any other basis protected by federal, state or local law. The Company forbids discrimination of all kinds, whether directed at Associates, applicants, vendors, customers, or visitors. This policy applies to all terms and conditions of employment, including recruitment, hiring, promotion, compensation, benefits, training, discipline, and termination.