AddressAbout 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 Responsibilities:
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.
Job Summary
- Leads and manages teams of Learning Specialists in delivering training and ensuring knowledge transfer.
- Achieves high performance in new hires by coaching trainees and facilitators.
- Manages employee performance issues and takes corrective actions.
- Partners with various teams to schedule and coordinate training needs.
- Ensures trainers are certified and conducts training observations with feedback.
- Manages and collaborates with learning, operational teams, and clients.
- Analyzes training programs, identifies gaps, and recommends improvements.
- Partners with Quality Assurance to identify trends and improve training.
- Manages instructional design processes and ensures adherence to best practices.
- Tracks and reports on training completion, coordinates rescheduling, and ensures compliance.
Primary Job Responsibilities
Position Qualifications:
- Clean record: No recent written warnings or performance improvement plans.
- Flexible schedule: Ability to work nights, days, and weekends with varying shifts.
- Adult learning expertise: Certified or trainable in adult and active learning principles.
- Tech skills: Proficiency in Microsoft Office Suite (Excel, PowerPoint, Word) with experience preferred in Vlookup and Pivot Tables.
- Leadership and communication: Strong leadership, communication, presentation, and group facilitation skills.
- Instructional design: Excellent instructional design skills.
- Organization and analysis: Strong attention to detail, organizational skills, and ability to analyze situations and predict outcomes.
- Diversity communication: Ability to communicate effectively with diverse audiences.
- Team management: Ability to manage virtual teams, multiple clients, and lines of business.
- Business acumen: Ability to plan according to financial needs, organize technical information, multi-task, build partnerships, and understand BPO department collaboration. (Bonus: Project management skills and travel flexibility)
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.
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.
