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.
This position is responsible for managing Learning Specialists/Flex Learning Specialists and coordinating agent-level training, learning and development for multiple clients in a site, and/or multiple virtual clients by performing the following duties and ensuring required standards of training set by the client(s) and North America Learning Services are achieved and maintained. This position includes planning, preparing, and managing the delivery of account-specific training to Foundever® customer support agents using diverse methods including classroom instruction, one-on-one mentoring, and facilitation of e-learning.
Adheres to Foundever® policies on ethics and integrity. Hires, manages, inspires and develops multiple teams of Learning Specialists, per client, line of business or site, in all aspects of their job from delivering active learning to new and existing employees, managing employee attendance and adherence while in training and ensuring knowledge transfer of client training is fulfilled. Delivers high performing new employees to Operational Leaders by leading, coaching and motivating the learning team and new employees to meet/exceed metrics set by the Client. Manages employee issues of new employees and/or facilitators including performance improvement plans, corrective action and up to termination of employment. Partners with Recruiting, HR, WFM and Operational Leaders to schedule and coordinate the training needs of each line of business, site or program. Ensures all Learning Specialists and/or Learning Managers within the team have completed the North America Learning Services Facilitator Seminar and Certification program. Conducts training observations of the learner experience and facilitators; delivers constructive feedback to the facilitator and develops coaching plans as needed for improvement. Manages and partners with multiple learning and operational teams and clients, onsite or virtually. Schedules, coordinates and facilitate training related meetings with multiple operational leaders, shared services departments and client(s). Effectively and frequently communicate training expectations and results to multiple internal and external management teams including virtual team members. Analyzes multiple training curricula and identify performance gaps and needs and formulate appropriate recommendations for action plans to client or internally partnering with multiple Operations Managers, Sr. Ops Managers, Operations Director and other key personnel. Partners with Quality Assurance teams for each client, line of business or site to identify trends and lead continuous improvement efforts associated with training. Manages and support instructional design processes as needed Ensures standard North America Learning Services processes and best practices in classroom facilitation, communication plans, reporting and other onboarding processes are calibrated, measurable and reviewable. Establishes and maintain the standards for cleanliness, safety and equipment readiness in the classroom (physical or virtual) Provides clear and timely communications to the training team as well as key stakeholders to provide best in class training experiences. Tracks, reports and manages continuous education requirements across the organization for all clients, lines of business and sites: Summary of Responsibilities 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 and 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 RangeThe base pay range for this position is up to $56,000 per year; however, base pay offered may vary depending on location, job-related knowledge, education, skills, and experience.
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.