Coach Onsite in Orem, UT

About Us

Foundever is a global leader in the customer experience (CX) industry. With 150000 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.

Winner of Comparablys Award for Best Global Culture inand 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.

Job Summary

Ensure calls are handled professionally. Provide direction and guidance to ensure consistent achievement of key performance metrics. Achieve measure report and communicate metric goal attainment for assigned team. Ensure accurate and timely communication of client and campaign issues to Manager Site Operations. Consistently achieve number of call monitoring per week goal and scores for the team. Coach mentor and develop agent team for skills expansion and promotional opportunities. Perform other duties as assigned including taking front line customer calls as required.

Primary Job Responsibilities

Supervise assigned team to meet or exceed client and corporate goals including Operational metrics Quality Customer satisfaction Client satisfaction and Profitability/Productivity.

Hire and retain the best agents.

Regular monitoring coaching and development of agents with the team.

Implement agent recognition programs under direction of Manager Site Operations.

Share best practices across teams and build spirit of teamwork.

Position Qualifications

Minimum of 12 to 18 months of call center experience preferably as a product specialist.

Demonstrated interpersonal coaching and supervisory skills.

Demonstrated ability to set priorities and multi-task.

Excellent verbal and written communication skills.

Good computer skills (hardware operating systems Internet).

Be Coach Talent or Coach Growth Point certified.

Education

Four-year college degree or directly related work experience.

Salary Range

The base pay range for this position is up to $22 per hour; however base pay offered may vary depending on location job-related knowledge education skills and experience.

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.