Qureos Mentor

Foundever

<div></div><div><div><div><div><div><b>Job Description:
</b><div><div><div><div>About Us</div>
</div><div><div>
Foundever&trade; is a global leader in the customer experience (CX) industry. With 170,000 associates across the globe, we&rsquo;re the team behind the best experiences for +800 of the world&rsquo;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.</div>
<div>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.</div>
</div></div><div><div><div>
Job Summary</div>
</div><div><p>
The Real Time Analyst monitors actual vs plan delivery at queue &amp; agent level to ensure that the correct number of agents are available at the right times to achieve the desired service level/KPI.</p>
<ul><li>Need to work on multiple clients using a variety of tools to monitor &amp; report performance</li>
<li>Create and use standard templates to ensure consistent &amp; accurate reporting</li>
<li>Communicate actively with various groups to share call outs/deviations</li>
</ul>
<p>The Real Time Analyst (RTA) is part of the Workforce Management (WFM) team and is responsible for real-time monitoring of service levels and site performance during the day to ensure effective management of the incoming and outbound phone, chat and email volume.</p>
</div></div><div><div><div>
Primary Job Responsibilities</div>
</div><div><ul><li><b>Collect information for RTM</b>
<ul><li>Collect relevant program information about KPIs/BTP (Expectations)</li>
<li>Collect information about What if Scenarios/Alert mechanisms/Escalation guideline for the account</li>
</ul></li><li><b>Queue management (within the interval)</b>
<ul><li>Monitor queue</li>
<li>Manage skills</li>
<li>Situation management</li>
<li>BCP situations: Downtime, System issues, etc.</li>
<li>Routing issues (client side)</li>
<li>Volume allocation (Load balancing client side
</li></ul></li></ul></div></div><div><div><div>Long Description</div>
</div><div><ul><li><b>Intraday management (throughout the day)</b>
<ul><li>Planned to delivery governance (Service KPis, Handling capacity, Shrinkage, Handle time, Line adherence)</li>
<li>Send Staffing Outlook for present day +1 day at the start of shift to share projected plan</li>
<li>Midday reforecast to share plan vs actual delivery and revised O/U based on trends and run rate
</li></ul></li></ul></div></div><div><div><div>Long Description</div>
</div><div><ul><li><b>Schedule Adherence (Agent level)</b>
<ul><li>Update shrinkage segments in WFM tool</li>
<li>Flagging agents out of adherence via Chat rooms/extns/radios</li>
</ul></li><li><b>Reporting</b>
<ul><li>Shrinkage reports</li>
<li>Skill/Account level Interval report</li>
<li>Agent level report</li>
<li>RCA report</li>
<li>Schedule adherence reports</li>
</ul></li></ul></div></div><div><div><div>Long Description</div>
</div><div><p><b>
Work Experience</b></p>
<ul><li>Previous call center experience required</li>
<li>Previous Work Force Management experience is amust</li>
</ul>
<div><b>Languages</b></div>
<ul><li>English B1+ - B2</li>
</ul>
<div><b>Tools and Applications</b></div>
<ul><li>Advanced level of MS Excel (including advanced formulas) and also Word, PowerPoint and Outlook.</li>
<li>VBA macros an asset</li>
<li>Experience with IEX, CMS, Avaya, other WFM tools is an asset</li>
</ul></div></div></div><p>Role Summary / Mission</p>
<p>
The Workforce Management Supervisor is responsible for overseeing Planning, Scheduling, and Real-Time functions to ensure optimal staffing, schedule efficiency, and intraday performance. The role manages a team of Planners, Schedulers, and RTAs to deliver forecast accuracy, staffing optimization, and real-time service level achievement aligned with contractual and financial KPIs.</p>
<p>
Key Responsibilities</p>
<p>1. Team Leadership &amp; Governance</p>
<ul><li>Lead WFM function across Planning, Scheduling, and Real-Time teams</li>
<li>Manage day-to-day performance of Planners, Schedulers, and RTAs</li>
<li>Define WFM operating cadence (forecast, schedule, intraday governance)</li>
<li>Set KPIs and monitor team performance</li>
<li>Coach and develop WFM analysts across functions</li>
<li>Ensure process standardization across accounts/programs</li>
<li>Stakeholder management with Operations, Clients, and Leadership</li>
</ul><p>2. Forecasting &amp; Capacity Planning Oversight</p>
<ul><li>Review and approve volume forecasts (short / mid / long term)</li>
<li>Validate planning assumptions (AHT, shrinkage, productivity, seasonality)</li>
<li>Oversee staffing requirement calculations</li>
<li>Approve hiring glidepaths and ramp plans</li>
<li>Lead scenario planning and 'what-if' modelling</li>
<li>Own budget inputs and capacity recommendations</li>
<li>Ensure forecast accuracy and plan adherence</li>
</ul><p>3. Scheduling Oversight</p>
<ul><li>Oversee schedule creation using approved staffing plans</li>
<li>Ensure timely schedule release and updates</li>
<li>Approve leave allocation, VTO, overtime recommendations</li>
<li>Monitor schedule efficiency and coverage optimization</li>
<li>Govern shift patterns, break optimization, and shrinkage allocation</li>
<li>Ensure WFM tool updates for new hires, transfers, and attrition</li>
<li>Partner with operations on schedule changes and off-phone activities</li>
</ul><p>4. Real-Time Management Oversight</p>
<ul><li>Supervise intraday performance management</li>
<li>Monitor service level vs plan and drive recovery actions</li>
<li>Oversee queue management and load balancing</li>
<li>Approve intraday reforecast and staffing adjustments</li>
<li>Govern schedule adherence management</li>
<li>Manage incident handling (system issues, volume spikes, outages)</li>
<li>Ensure real-time reporting and escalation discipline</li>
</ul><p>5. Performance &amp; Reporting</p>
<ul><li>Own WFM reporting framework (Daily / Weekly / Monthly)</li>
<li>Analyze forecast accuracy, schedule efficiency, and intraday performance</li>
<li>Present WFM insights to Operations leadership</li>
<li>Drive continuous improvement initiatives</li>
<li>Provide RCA for service level misses</li>
<li>Track productivity, utilization, shrinkage, and bill-to-pay</li>
</ul><p>6. Stakeholder Management</p>
<ul><li>Partner with Operations leaders on staffing strategy</li>
<li>Collaborate with Finance/FP&amp;A for budgeting</li>
<li>Interface with clients on forecast and staffing commitments</li>
<li>Support hiring plans with Recruitment &amp; HR</li>
<li>Align training plans with Learning team</li>
</ul><p>Key KPIs</p>
<p>Planning KPIs</p>
<ul><li>Forecast Accuracy</li>
<li>Staffing Plan Accuracy</li>
<li>Capacity vs Demand alignment</li>
</ul><p>Scheduling KPIs</p>
<ul><li>Schedule Efficiency</li>
<li>Schedule Release Timeliness</li>
<li>Coverage vs Requirement</li>
<li>Shrinkage Optimization</li>
</ul><p>Real-Time KPIs</p>
<ul><li>Service Level / ASA</li>
<li>Intraday Plan Adherence</li>
<li>Schedule Adherence</li>
<li>Staffing Compliance</li>
</ul><p>Financial KPIs</p>
<ul><li>Bill to Pay %</li>
<li>Overtime %</li>
<li>Utilization</li>
</ul><p>Direct Reports</p>
<ul><li>Workforce Planners</li>
<li>Senior Workforce Schedulers</li>
<li>Senior Real-Time Analysts (RTA)</li>
</ul><p>Stakeholders</p>
<p>Internal</p>
<ul><li>Operations Managers</li>
<li>Program Directors</li>
<li>Training / L&amp;D</li>
<li>HR / Recruitment</li>
<li>Finance</li>
</ul><p>External</p>
<ul><li>Client WFM Teams</li>
<li>Client Operations</li>
</ul><p>Required Skills &amp; Competencies</p>
<ul><li><b>Strong leadership and team management skills</b></li>
<li><b>Ability to work effectively under pressure and in high-stress environments</b></li>
<li><b>Excellent escalation management capability</b></li>
<li><b>Experience managing multi-site WFM operations</b></li>
<li><b>Strong cross-site stakeholder communication</b></li>
<li><b>Ability to manage multiple priorities simultaneously</b></li>
<li><b>Advanced analytical and problem-solving skills</b></li>
<li><b>Financial and workforce planning expertise</b></li>
<li><b>Strong presentation and executive communication skills</b></li>
<li><b>WFM tool expertise (IEX, Verint, Genesys, Calabrio, etc.. )</b></li>
</ul><p>Experience</p>
<ul><li>3&ndash;5 years WFM experience</li>
<li>Experience across Planning, Scheduling, and Real-Time</li>
<li>Prior team leadership is a must</li>
<li>Contact center environment required</li></ul></div></div></div></div></div><p></p>

Workforce Supervisor

<div></div><div><div><div><div><div><b>Job Description:
</b><div></div><div><div><div><b>Job Title:</b> Brand Champion</div>
</div>
<div><div><b>Location:</b><b> </b>CityStars Site (On-Site)</div>
</div>
<div><div><b>Employment Type:</b><b> </b>Full-Time</div>
</div>
<div><div><b>Working Hours:</b> 9 hours/day (including 1-hour break)</div>
</div>
<div><div><b>Days Off:</b> 2 days per week</div></div><div><br>
<div>
</div></div><div><div><b>Job Overview:</b></div>
</div>
<div><div>The Brand Champion&rsquo;s mission is to raise brand awareness, enhance team performance, and elevate the overall customer service experience. This role ensures that Customer Service Representatives (CSRs) fully understand and represent the telecom brand, its values, and offerings. Acting as a key focal point between operations and the client, the Brand Champion plays a vital role in driving engagement, communication, and performance alignment.</div></div><div><br>
<div>
</div></div><div><div><b>Key Responsibilities:</b></div>
</div>
<div><ul><li><div>Educate Customer Service teams on telecom products, services, and the brand&rsquo;s core values.</div>
</li>
</ul></div><div><ul><li><div>Build and reinforce brand recognition by clearly communicating why the telecom brand is the preferred choice.</div>
</li>
</ul></div><div><ul><li><div>Provide subject matter expertise and create excitement around new products, pricing, promotions, and incentives.</div>
</li>
</ul></div><div><ul><li><div>Inspire and support CSRs to deliver an exceptional customer experience aligned with brand standards.</div>
</li>
</ul></div><div><ul><li><div>Act as an on-site brand ambassador, ensuring consistent brand representation across all customer interactions.</div>
</li>
</ul></div><div><ul><li><div>Develop and manage monthly brand activity calendars to drive engagement and awareness.</div>
</li>
</ul></div><div><ul><li><div>Conduct uptraining sessions for Team Leaders and selected stakeholders on brand updates and initiatives.</div>
</li>
</ul></div><div><ul><li><div>Support performance improvement by energizing teams and rallying engagement around brand goals.</div>
</li>
</ul></div><div><ul><li><div>Act as a focal point for brand-related insights, collecting data and sharing relevant updates with the client.</div>
</li>
</ul></div></div><div><div><ul><li><div>Maintain strong and professional communication with the client, including participation in meetings when required.</div></li></ul><br>
</div>
<div></div><div><div><b>Requirements:</b></div>
</div>
<div><ul><li><div>Minimum 6 months of experience as a Customer Service Representative (CSR); SME or <b>CSR Level 2 is preferred.</b></div>
</li>
</ul></div><div><ul><li><div>Strong understanding of telecom products and services, or the ability to quickly build this knowledge.</div>
</li>
</ul></div><div><ul><li><div>Confident communicator, with the ability to represent the brand effectively in client-facing meetings.</div>
</li>
</ul></div><div><ul><li><div>Strong presentation, interpersonal, and influencing skills.</div>
</li>
</ul></div><div><ul><li><div>Energetic, enthusiastic, and passionate about customer experience and brand representation.</div>
</li>
</ul></div><div><ul><li><div>Creative mindset with the ability to develop engaging ideas and initiatives.</div>
</li>
</ul></div><div><ul><li><div>Ability to motivate teams and drive performance through engagement and communication.</div></li></ul></div></div></div></div></div></div></div><div></div>

Brand Champion

<div></div><div><div><div><div><div><b>Job Description:
</b><div><div><div><div>About Us</div>
</div><div><div>
Foundever&reg; is a global leader in the #CustomerExperience (#CX) industry. Create Connection. Value Conversation.</div>
</div></div><div><div><div>
Job Summary</div>
</div><div><div><b>
Job Summary:</b></div>
<div>
The L&amp;D Specialist will support the continuous development of customer service teams within a fast-paced BPO environment. This role focuses on improving operational performance through targeted learning interventions, aligning training programs with KPIs such as CSAT, AHT, FCR, and Quality Scores. The role requires a strong focus on measurable business impact and ROI.</div></div></div><div><div><div>
Primary Job Responsibilities</div>
</div><div><div><b>
Key Responsibilities:</b></div>
<ul>
<li>Design and develop training materials tailored to contact center operations (customer service, sales, technical support).</li>
<li>Screen and evaluate learning content to ensure alignment with business goals and operational KPIs.</li>
<li>Identify target audiences (new hires, tenured agents, team leaders) and customize training approaches accordingly.</li>
<li>Partner with Operations, Quality, and Workforce Management teams on cross-functional projects.</li>
<li>Support onboarding (new hire training), nesting, and continuous learning programs.</li>
<li>Develop and implement competency frameworks for agents and team leaders.</li>
<li>Analyze performance gaps using data (QA scores, CSAT, AHT, FCR) and recommend learning solutions.</li>
<li>Measure training effectiveness beyond satisfaction, focusing on behavior change and business results.</li>
<li>Track and report ROI of training initiatives, linking learning outcomes to operational improvements.</li>
<li>Provide coaching support and upskilling initiatives to improve agent performance.</li>
</ul></div></div></div><div><b>
Job Requirements:</b></div>
<ul>
<li>Minimum of 1 year of experience in Learning &amp; Development, preferably within a BPO or contact center environment.</li>
<li>Previous training and facilitation experience is a must.Proficiency in English language at <b>C1 level</b> is a must.</li>
<li>Experience in instructional design, training delivery, and content creation.</li>
<li>Strong understanding of contact center KPIs (CSAT, AHT, FCR, QA).Experience in competency framework development.</li>
<li>Proven experience working on cross-departmental projects (Operations, QA, WFM).</li>
<li>Strong analytical mindset with the ability to measure training impact on business performance.</li>
<li>Excellent communication, presentation, and stakeholder management skills.Ability to work in a fast-paced, performance-driven environment.</li>
<li>Certifications such as <b>TTT (Train the Trainer), PCT (Professional Certified Trainer), or TOT (Training of Trainers)</b> are preferred.</li>
</ul>
<div><b>KPIs (Key Performance Indicators):</b></div>
<ul>
<li>Improvement in <b>CSAT (Customer Satisfaction Score)</b> post-training.Reduction in <b>AHT (Average Handling Time)</b> where applicable.</li>
<li>Improvement in <b>FCR (First Call Resolution)</b>.Increase in <b>Quality Assurance (QA) scores</b>.</li>
<li>Training ROI (performance improvement vs. training cost).</li>
<li>Speed to proficiency for new hires (time to go live / nesting success rate).Reduction in repeat errors or escalations.</li>
<li>Stakeholder satisfaction (Operations &amp; Clients).</li></ul></div></div></div></div></div><div></div>

L&D Specialist

<div>
 <strong>
  Job Title: Admin and Operations Officer
  <br/>
  <br/>
 </strong>
 <strong>
  Job Overview
  <br/>
  <br/>
 </strong>
 The Logistics Admin is responsible for coordinating travel arrangements and supporting logistics related to employees, client, and vendor travel. The role requires strong organizational and communication skills to ensure all travel activities and related arrangements are managed efficiently.
 <br/>
 <br/>
 <strong>
  Key Responsibilities
  <br/>
  <br/>
 </strong>
 <ul>
  <li>
   Arrange and manage travel bookings, including flights and other trip arrangements.
  </li>
  <li>
   Coordinate travel logistics to support employees during business trips.
  </li>
  <li>
   Handle both individual and group visa applications and related documentation.
  </li>
  <li>
   Provide general travel-related support and respond to travel inquiries when needed.
  </li>
  <li>
   Support the coordination of client and vendor visits, ensuring appropriate logistical arrangements are in place.
  </li>
  <li>
   Checking documents and applying file verification
  </li>
  <li>
   Coordinate with embassies and handle appointment issues
  </li>
  <li>
   Responding to inquiries
   <br/>
   <br/>
  </li>
 </ul>
 <strong>
  Working Conditions
  <br/>
  <br/>
 </strong>
 <ul>
  <li>
   Weekends (Saturday &amp; Sunday)
  </li>
  <li>
   9 hours (Including an hour as a break)
  </li>
  <li>
   The position may also require occasional on-call availability to support employees while traveling.
   <br/>
   <br/>
  </li>
 </ul>
 <strong>
  Requirements
  <br/>
  <br/>
 </strong>
 <ul>
  <li>
   2 Years of experience.
  </li>
  <li>
   Holding roles with visa support is a plus.
  </li>
  <li>
   Strong communication skills.
  </li>
  <li>
   Good English (B1&ndash;B2 minimum)
  </li>
  <li>
   Good knowledge of airlines and travel coordination processes.
   <br/>
   <br/>
  </li>
 </ul>
 <strong>
  About Us
  <br/>
  <br/>
 </strong>
 <strong>
  Job Summary
  <br/>
  <br/>
 </strong>
 <strong>
  Skills/Knowledge/Abilities
  <br/>
  <br/>
 </strong>
 <strong>
  Primary Job Responsibilities
  <br/>
  <br/>
 </strong>
 <strong>
  Education
  <br/>
  <br/>
 </strong>
 <strong>
  Experience Target
  <br/>
  <br/>
 </strong>
 <strong>
  Specialized Certifications
 </strong>
</div>


Admin and Operations Officer

<div></div><div><div><div><div><div><b>Job Description:
</b><div><b>Job Title: Admin and Operations Officer</b></div><br>
<div></div>
<div><b>
Job Overview:</b></div>
<div>
The Logistics Admin is responsible for coordinating travel arrangements and supporting logistics related to employees, client, and vendor travel. The role requires strong organizational and communication skills to ensure all travel activities and related arrangements are managed efficiently.</div><br>
<div></div>
<div><b>
Key Responsibilities:</b></div>
<ul><li>Arrange and manage travel bookings, including flights and other trip arrangements.</li></ul>
<ul><li>Coordinate travel logistics to support employees during business trips.</li></ul>
<ul><li>Handle both individual and group visa applications and related documentation.</li></ul>
<ul><li>Provide general travel-related support and respond to travel inquiries when needed.</li></ul>
<ul><li>Support the coordination of client and vendor visits, ensuring appropriate logistical arrangements are in place.</li></ul>
<ul><li>Checking documents and applying file verification</li></ul>
<ul><li>Coordinate with embassies and handle appointment issues</li></ul>
<ul><li>Responding to inquiries</li></ul><br>
<div></div>
<div><b>
Working Conditions:</b></div>
<ul><li>Weekends (Saturday &amp; Sunday)</li></ul>
<ul><li>9 hours (Including an hour as a break)</li></ul>
<ul><li>The position may also require occasional on-call availability to support employees while traveling.</li></ul><br>
<div></div>
<div><b>
Requirements:</b></div>
<ul><li>2 Years of experience.</li></ul>
<ul><li>Holding roles with visa support is a plus.</li></ul>
<ul><li>Strong communication skills.</li></ul>
<ul><li>Good English (B1&ndash;B2 minimum)</li></ul>
<ul><li>Good knowledge of airlines and travel coordination processes.</li></ul><div><div><div><div>
About Us</div>
</div></div><div></div><div><div><div>Job Summary</div>
</div></div><div></div><div><div><div>Primary Job Responsibilities</div>
</div></div><div></div><div><div><div>Skills/Knowledge/Abilities</div>
</div></div><div><div><div>Education</div>
</div></div><div></div><div><div><div>Experience Target</div>
</div></div><div><div><div>Specialized Certifications</div></div></div></div></div></div></div></div></div><div></div>

<div></div><div><div><div><div><div><b>Job Description:
</b><div><div><b>MISSION</b></div></div><br>
<div></div>
<div>
<div>Represents and encourages a performance improvement culture within the company, working together with Operations and Support departments, supporting them to manage performance Improvement to help on the increase of efficiency and client/customer satisfaction.</div>
</div>
<div><div>Responsible to ensure in the company Compliance related to Quality/PeakOS and Security standards and policies.</div></div><div><br>
<div>
</div><div><div><b>ABOUT THE JOB</b></div>
</div>
<div><div>Identifies opportunities/issues, defines and manages performance improvement projects using the Lean/Six Sigma methods to drive specific targeted project goals, and works with trends and variation to prevent target failures.</div>
</div>
<div><div>Properly track success measures to effectively execute improvements, drive performance goals and demonstrate value added to our CX activity.</div>
</div>
<div><div>Recommends solutions and controls, and implementing approved recommendations. Implements and ensures accurate quality &amp;performance measurements and tools are implemented, such as PeakOS, QMS and ISMS</div></div><br>
<div></div>
</div><div><div><div><div>
About Us</div>
</div><div><div>
Foundever&reg; is a global leader in the #CustomerExperience (#CX) industry. Create Connection. Value Conversation.</div>
</div></div><div><div><div>
Job Summary</div>
</div><div><div><b>
Job Summary:
</b></div><div>We are seeking a dedicated and experienced Quality Coaches Supervisor to lead our quality assurance team within Foundever</div>
<div>The ideal candidate will be responsible for overseeing the quality coaching processes, developing team members, managing client relationships, and ensuring exceptional service delivery standards are met. This role requires strong analytical skills, effective communication, and the ability to foster a culture of continuous improvement.</div>
</div></div><div><div><div>
Primary Job Responsibilities</div></div><div></div><div><br>
<div><b>Key Responsibilities:</b></div>
<ul><li>Supervise and manage a team of Quality Coaches, providing guidance, support, and performance feedback.</li>
<li>Develop and implement quality assurance policies, procedures, and standards to improve the overall performance of the contact center.</li>
<li>Monitor calls, chats, and emails to assess adherence to quality standards and compliance with company policies.</li>
<li>Analyze quality metrics and trends to identify areas for improvement and collaborate with operations to implement corrective actions.</li>
<li>Conduct regular training sessions for Quality Coaches and frontline staff to enhance their skills and knowledge of quality standards.</li>
<li>Prepare and present quality reports to senior management, highlighting key performance indicators and improvement initiatives.</li>
<li>Attend and participate in Weekly Business Reviews (WBR) and Monthly Business Reviews (MBR) with clients to discuss quality metrics, performance, and strategies for improvement.</li>
<li>Build and maintain strong relationships with clients, serving as a point of contact for quality-related inquiries and feedback.</li>
<li>Collaborate with clients to understand their quality expectations and tailor quality assurance programs to meet their needs.</li>
<li>Foster a positive team environment that encourages open communication, teamwork, and accountability.</li>
<li>Stay updated on industry best practices and emerging trends in quality assurance within the BPOs.</li></ul><br>
<div>
</div><div><b>Required Skills:</b></div>
<ul><li>Strong analytical and reporting abilities.</li>
<li>Proficient in using quality monitoring tools and CRM systems.</li>
<li>Solid understanding of contact center operations and metrics.</li>
<li><b>Quality Assurance Leadership</b></li>
<li><b>Monitoring and Reporting</b></li>
<li><b>Collaboration and Feedback</b></li>
<li><b>Continuous Improvement</b></li>
<li><b>Compliance and Standards</b></li></ul><br>
<div>
</div><div><b>Experience:</b></div>
<ul><li>At least 2-3 years of experience in a quality assurance or related role in a contact center.</li>
<li>Proven experience leading teams and managing quality initiatives.</li>
<li>Proven experience managing client relationships</li>
<li>C1 English language</li></ul><br>
<div>
</div></div></div></div><div><div><b>KEY RESPONSIBILITIES</b></div></div><div><br>
<div>
</div></div><div><ul><li><div>Understand and Meet all project goals (Quality, Delivery and Cost) and work together with Operations and support departments to control and track KPIs correctly and effectively</div>
</li>
</ul></div><div><ul><li><div>Identifies opportunities/issues, defines and manages performance improvement plans, with action plans, Bridge Plans and Glide Paths.</div>
</li>
</ul></div><div><ul><li><div>Support Operations Managers, performing root cause analysis and implement Bridge/glide/action plans to improve performance and client/customer satisfaction</div>
</li>
</ul></div><div><ul><li><div>Responsible for the implementation, compliance and improvement of the Foundever Peak Operating Standards PeakOS.</div>
</li>
</ul></div><div><ul><li><div>Ensure and promote project Compliance related to Quality and Security standards and policies ISO and PCI or any client requested certifications.</div>
</li>
</ul></div><div><ul><li><div>Implementation and control of Quality Monitoring Master Plans, supporting and improving Quality monitoring programs and CXpert program.</div>
</li>
</ul></div><div><ul><li><div>Recommends solutions and controls, and implement approved recommendations.</div>
</li>
</ul></div><div><ul><li><div>Point of contact of internal and external audits planning &amp; management and provide the focus, direction, and control.</div>
</li>
</ul></div><div><ul><li><div>Responsible to Identify, log and track Nonconformity and corrective actions in order to avoid possible recurrences</div><br>
<div>
<div><b>OTHER QUALIFICATIONS</b></div>
</div>
<div><div><b>Education</b></div>
</div>
<div><div>Preferable college degree or related work experience</div>
</div>
<div><div><b>Work Experience</b></div>
</div>
<div><div>Experience Target (in this job or a related function/field):</div>
</div>
<div><ul><li><div>Two years of contact center operational management experience</div>
</li>
</ul></div><div><ul><li><div>One year of demonstrated use of performance improvement methodologies or equivalent experience.</div>
</li>
</ul></div><div><ul><li><div>Experience in QMS and ISM Systems.</div>
</li>
</ul></div><div><div><b>Languages</b></div>
</div>
<div><ul><li><div>Fluency in English (required)</div>
</li>
</ul></div><div><ul><li><div>Other languages ( Valurated)</div>
</li>
</ul></div><div><div><b>Tools and Applications</b></div>
</div>
<div><ul><li><div>MS Office applications (Excel, PowerPoint, Word)</div>
</li>
</ul></div><div><ul><li><div>Minitab or statical tools</div>
</li>
</ul></div><div><div><b>COMPETENCIES &amp; BEHAVIORS</b></div>
</div>
<div><ul><li><div>Analytical</div>
</li>
</ul></div><div><ul><li><div>Data-driven</div>
</li>
</ul></div><div><ul><li><div>Self-motivated</div>
</li>
</ul></div><div><ul><li><div>Independent</div>
</li>
</ul></div><div><ul><li><div>Tech-savvy</div>
</li>
</ul></div><div><ul><li><div>Teamwork</div>
</li>
</ul></div><div><ul><li><div>Stakeholder management</div>
</li>
</ul></div><div><ul><li><div>Communication &amp; presentation</div>
</li>
</ul></div><div><ul><li><div>Obsessive about data</div>
</li>
</ul></div><div><ul><li><div>Passion for improvement</div>
</li>
</ul></div><div><ul><li><div>Willingness to learn new skills</div></li></ul><br>
</div>
<div></div><div><div><b>KNOWLEDGE&amp; EXPERIENCE
</b></div></div><div><ul><li><div>Performance and Quality Improvement principles, methodologies, best practices and tools.</div>
</li>
<li>US or offshore projects experience is a must.</li>
</ul>
</div><div><ul><li><div>Ability to resolve problems and present appropriate business solutions and recommendations.</div>
</li>
</ul></div><div><ul><li><div>Strong analytical and project management skills with the ability to manage multiple tasks simultaneously.</div>
</li>
</ul></div><div><ul><li><div>Knowledge of Contact Centre/Operational environment Ability to resolve problems and present appropriate business solutions and recommendations.</div>
</li>
</ul></div><div><ul><li><div>Strong interpersonal skills demonstrating the ability to work independently and with a cross functional team,</div>
</li>
</ul></div><div><ul><li><div>Excellent technical (MS Word, and Excel) and math/statistical skills.</div>
</li>
</ul></div><div><ul><li><div>Effective time management.</div>
</li>
</ul></div><div><ul><li><div>Ability to work in a dynamic, fast-paced environment.</div>
</li>
</ul></div><div><ul><li><div>Demonstrated ability to develop professional relationships and interact with all levels of internal and external clients.</div></li></ul><br>
</div>
<div></div><div><div><b>LEADERSHIP TOUCH</b></div>
</div>
<div><ul><li><div>Ability to timely and effectively advise internal stakeholders by providing them with clear, concise practical advice and creative solutions</div>
</li>
</ul></div><div><ul><li><div>Ability to think in integrated solutions and support sales and business development with subject matter expertise.</div>
</li>
</ul></div><div><ul><li><div>Ability to manage large scale, cross-functional projects.</div>
</li>
</ul></div><div><ul><li><div>Attention to detail required, ability to understand macro to micro operational perspective</div></li></ul></div></li></ul></div></div></div></div></div></div><div></div>

Quality Manager

<div></div><div><div><div><div><div><b>Job Description:<br>
</b><div></div><div><br>
<b>PURPOSE OF THE JOB</b></div>
<div>
Responsible for supervising team's performance, ensuring that client's metrics are met, and the morale of the team is charged to drive the team towards success.</div><br>
<div></div>
<div><b>
KEY RESPONSIBILITIES</b></div>
<ul>
<li>To manage the performance of the team, develop and coach team members when they are carrying out their normal duties.</li>
<li>To recognize and reward the contribution of team members in a timely manner so they are motivated and encouraged towards continual excellent quality customer experience.</li>
<li>To deal with underperformance cases in a professional, consistent, and timely manner, seeking advice as necessary.</li>
<li>To conduct regular 1:1 daily checkpoints and weekly PEPs.</li>
<li>Facilitate open discussions with all team members, providing them with feedback on their performance, coaching them on how to improve, and agreeing on and monitoring development plans.</li>
<li>To manage the workloads of the team, motivating them to ensure that all KPIs are met.</li>
<li>Communicate effectively with the team ensuring that all messages and information are being communicated consistently.</li>
<li>Ensure a high standard of code and leadership by being a role model and setting an example for others to follow.</li>
<li>To manage client relationships where applicable.</li>
<li>To manage the day-to-day activities in the call center with your peers and the OMD team.</li>
<li>To ensure that agreed service levels for the support are consistently delivered across all lines of business.</li>
<li>To be flexible, independent, and innovative.</li>
<li>Communicate with Remote sites and Clients - on a weekly basis.</li>
</ul>
<div><b>Quality</b></div>
<ul>
<li>To monitor and provide feedback on all transactions (calls, emails, faxes, data entry, case logs) as applicable to current and future business.</li>
<li>To provide individual coaching &amp; training to team members where appropriate.</li>
<li>Reach targets in respect of quality.</li>
<li>Foster a culture of continuous improvement in the account and overall operation.</li>
</ul>
<div><b>Requirements</b></div><div><br>
<b>
EXPERIENCE, KNOWLEDGE, AND SKILLS REQUIRED</b></div>
<ul>
<li>Fluency in the English language C1</li>
<li><b>US or Canadian experiencee is a must</b></li>
<li><b>Experince in a Telecomunication account is a must</b></li>
<li>Candidates should be qualified for a University Degree level or equivalent</li>
<li>Previous Call Centre management experience is a must</li>
<li>Knowledge in Microsoft Office &ndash; Word/PowerPoint/Excel.</li>
<li>High-level knowledge of PC applications &ndash; Hardware &amp; Software (Preferable).</li>
<li>Excellent communication skills.</li>
<li>Ability to work on one&rsquo;s own initiative and under pressure to achieve results and targets.</li>
<li>Demonstrate organizational and time management ability.</li>
<li>Professionalism to deal with people management issues as they arise.</li>
<li>Good attention to detail is a requirement.</li>
</ul>
<div><b>JOB COMPETENCIES</b></div><br>
<div></div>
<ul>
<li>Execution</li>
<li>Communication</li>
<li>Result Orientation</li>
<li>Leadership</li>
<li>Customer Focus</li></ul><br>
<div></div>
<div><b>
SECURITY COMPLIANCE</b></div><br>
<div></div>
<div>
Employees must maintain compliance with Foundever's safety, security, and privacy programs. Responsible for being an active participant in the Foundever safety, security, and privacy programs to protect Foundever's business operations, facilities, and physical and intellectual property and to ensure a safe and secure working environment for all Foundever's employees.</div><br>
<div></div>
<div><b>
ETHICS COMPLIANCE</b></div><br>
<div></div>
<div>
Foundever is firmly committed to conducting business in compliance with the letter and spirit of the law and other accepted standards of business conduct as reflected in the company's policies. Employees are encouraged to observe the highest standards of professionalism at all times and are expected to adhere to Foundever's policies on ethics and integrity.</div></div></div></div></div></div><div></div>

Team Manager - US / Telecommunication/ Experience

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Admin and Operations Officer

Quality Manager

Team Manager - US / Telecommunication/ Experience