BPO Coach

BPO Coach

Req ID#: 386898

Lima, Lima, Peru

Job Description:

About Us

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. 

Our Core Values are:

• Creativity: Make it simple, lead the change.

• Commitment: Aim for better, impact for the good.

• Connection: Share experiences, grow together.

Job Summary

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.

Primary Job Responsibilities

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.

Skills/Knowledge/Abilities

Education

Experience Target

Specialized Certifications

Job Segment: BPO, Operations