US Telecom SME
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Job Summary
Foundever is a global leader in the customer experience (CX) industry. With 170000 associates across the globe were the team behind the best experiences for 800 of the worlds 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.
Job Summary
As aSubject MatterExpertyou will be the focal point betweenFoundeverand the Account in resolving advanced customer technical issues. You will provide productexpertiseand knowledge toFoundever team leading to an enhanced customer experience.
KEY RESPONSIBILITIES
Providing advanced technical knowledge to resolvecustomerscasesin a timely manner.
Collating andmaintainingrecords of escalations within the account. This includesmaintainingdaily reports& collatingweekly reports which areforwardedtoFoundeverSites the EMEA team and theclientas necessary.
Designing and delivering training modules to address strategic technical needs when.
Gaining the commitment of employees toutilizingthe Knowledge Base and the Clients quality metrics.
Ensuring Client satisfaction on knowledge base quality and accuracy.
Guaranteeing through collaboration withFoundeverEMEA Team effective maintenance and evolvement of the Right Now knowledge base and the rollout and usage acrossFoundeverSites that support the Account.
Proficiencyin data analytics tools such as Excel Power BI or similar platforms.
Strong analytical skills with the ability to interpret and present complex data in a clear and actionable manner.
Ensure the accuracy and consistency of all reporting data across platforms and tools
Excellent attention to detail anda commitmentto data accuracy.
Experience with CRM contact center tools and workforce management systems is a plus.
Strong communicationskills with the ability to present insights and recommendations to both technical and non-technical audiences.
Design andmaintaindetailed performance reports dashboards and scorecards for teams agents and overall operations.
Analyze key metrics (e.g. productivity quality and customer satisfaction) toidentifytrends gaps and areas for improvement.
Generate daily weekly and monthly reports on performance metrics KPIs and SLAs.
Interpret data toprovideactionable insights to managers and decision-makers.
Demonstrated problem-solving skills and the ability to drive improvements based on data insights.
he ability to drive improvements based on data insights.
Skills Required:
Fluency in English(C1)Advanced Knowledge of (Microsoft Office applications- Word Excel PowerPoint MS Project)
Flexibility working in rotational shifts
About Company
Foundever is a global leader in customer-experience (CX) outsourcing, combining human expertise and AI-driven capabilities to support over 9 million customer interactions daily across 60+ languages in 45 countries.
