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. 

 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 for the past 3 years    Gold Stevie Award Winner for Great Employers   Winner of The Business Intelligence Group’s 2024 Best Place to Work award  Military Spouse Friendly Employer  Rated by Comparably among the Top 100 highest-rated Companies for Diversity  

 

Read more about our culture: Foundever® Stories. 

Summary of Responsabilities Tracks, reports and manages continuous education requirements across the organization for all clients, lines of business and sites:  Reports to internal teams and/or external Clients with daily follow-up on completions and non-completions.  Coordinates rescheduled training dates and times with Workforce Management.  Completes and ensures facilitation team completes all required compliance and up-training as prescribed by clients and/or Foundever®.  Provides a professional learning and work environment that our new employees can be proud to be a part of.  Participates in multiple Weekly, Monthly or Quarterly Business Reviews per client/line of business, client visits, and new account and/or new product implementations as needed.  Attends multiple client and calibration calls to present account metrics and drive improvement, along with providing coaching opportunities as they may arise   Works proactively with other departments to resolve issues in a timely manner, willing to own issues and mistakes, and escalate as needed in order to see it through to resolution while minimizing the impact on daily operations.  Ensures client training and OJT contractual compliance requirements are met.  Trains Human Resources, facilitators and supervisory personnel in effective training techniques to be used in the presentation of new employee orientation, on-the-job training, team meeting training, etc.   May be responsible for overseeing Nesting/OJT by client/programs/sites.  Develops and executes clear and concise training ramp plans partnership with key stakeholders.  Manages financial planning and execution for training organization with key stakeholders.  May perform other additional duties and responsibilities as assigned.  Position Qualifications To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.   Be in good standing; not have received a written warning or higher in the last 12 months or be on a Performance Improvement Plan  Flexible work schedule, ability to work nights, days and weekends with shift varying   Certified or able to be certified to train Adult Learning and Active Learning principles – for effective training delivery and development  Microsoft Office Suite Proficiency including but not limited to Excel, PowerPoint, Word and Office; Experience w/ Vlookup and Pivot Tables preferred  Strong leadership skills and ability to escalate issues and motivate others for timely resolution with little or no direction  Excellent communication, presentation and group facilitation skills are required  Strong instructional design skills  Strong attention to detail and organizational skills  Ability to analyze situations and predict outcomes based on knowledge and prior experience and escalate as needed   Communicate effectively with diverse audiences  Proven track record of evaluating a situation, providing solutions and driving to improvement  Ability to manage a virtual team and/or multiple clients or LOBs  Strong interpersonal and team building skills  Ability to plan according to financial and other business needs  Ability to organize and present technical information in a logical and consistent manner  Ability to multi-task with strong attention to detail while meeting deadlines in a fast-paced environment  Ability to forge strong partnerships with SMEs, key stakeholders and various other departments and/or clients  Deep understanding of how various departments in the BPO space collaborate including but not limited to Workforce Management, Talent Acquisition, Onboarding, Finance, Human Resources, Legal and Operations  Strategic Thinker, Problem Solver and Solutions Oriented  Project Management Skills a plus  Willing and able to travel (up to 50%)  Work Experience & Education Associate degree or equivalent preferred.   Five years of experience in a management/leader or supervisory role with three plus years of experience in training required, preferably in a call center environment; or equivalent combination of education and experience required.    Salary Range

The base pay range for this position is up to $56,000/yr - $58,800/yr per year; however, base pay offered may vary depending on location, job-related knowledge, education, skills, and experience. 

Pre-employment Requirements

Offers of employment are conditional and require that you complete and pass a criminal background check that reviews all criminal activity in every area of residence for the last seven years.   

   

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.