Coach - Onsite in Orem, UT

Foundever • Orem, UT

5d • $22 • Onsite

About The Position

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 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. Winner of Comparably’s Award for Best Global Culture in 2024, 2023, 2022 and 2021 Gold Stevie Award Winner for Great Employers in 2024 and 2022 We foster an exciting culture of creativity, connection, and commitment Read more about our culture: Foundever® Stories. Job Summary 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.

Requirements

• 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).
• Be Coach Talent+ or Coach Growth Point certified.

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.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level