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.
Job Summary:
This is a job description for a manager role focused on new hire onboarding. The ideal candidate is someone who is both a team player and a leader, able to manage the onboarding process and the team that executes it. They should be an expert on regulations and compliance, with a focus on continuous improvement. The role also requires strong communication and interpersonal skills to build a positive and productive team environment.
Job Summary
Summary of Responsibilities
- Executes strategies for efficiently ensuring compliance with new hire regulations.
- Executes initiatives to enhance the new hire program.
- Subject matter expert on the rules and regulations for NEO compliance and completion.
- Develops and grows the knowledge base for all onboarding procedures all while developing employees on their teams on best practices.
- Acts as a point of contact between the organization and NEO.
- Administers policies governing the collection and management of employee information, or related records and paperwork.
- Leads a team to meet and exceed business objectives, ensuring that key financial, operational, and quality metrics are consistently achieved.
- Apply a process of continuous review to ensure a high standard of work performance, compliance, and high-level customer service.
- Apply a process of continuous review and proactive management of absenteeism and attrition for members in the team, ensuring return to work and exit interviews are completed.
- Continually review and monitor work performance against agreed KPI’s, ensuring that interactions are handled professionally and instigating coaching/corrective action, using performance management tools to manage any shortfall.
- Undertake formal semi-annual performance reviews and one-on-one weekly meetings with each team member, ensuring objectives are continuously reviewed and linked to business KPI’s.
- Ensure recognition and rewards for outstanding achievements/performance in line with company mission and values.
- Provide clear direction and guidance to ensure consistent achievement of key performance metrics.
- Measure, report and communicate metric goal attainment for assigned team.
- Facilitate a culture of open and honest two-way communication, ensuring key messages are cascaded to all team members, encouraging feedback and sharing of ideas and best practice.
- Maintain an environment that supports the spirit of teamwork, where members are committed, loyal and take pride in working for the company.
- Coach, develop and motivate team members by providing the skills and knowledge to perform their job, together with opportunities for skills expansion and career development.
- May perform other additional duties and responsibilities as assigned.
Primary Job Responsibilities
Education
- High school / GED completion required.
- Bachelor’s degree, preferred.
Experience Target
- Two years related experience or related training/education and experience is required.
- Call center or other high volume environment experiences is a plus.
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.
