Team Manager with Russian - Varna, Bulgaria

Come and work with us.

Foundever® is a global leader in the customer experience (CX) industry. With 150,000 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.

YOUR RESPONSIBILITIES:

• Apply a process of continuous review and proactive management of absenteeism and attrition for all Advisors in the team, ensuring return to work and exit interviews are completed;
• Continually review and monitor the work performance of all Advisors against agreed KPIs, instigating appropriate corrective action, and using performance management tools, to manage any shortfall;
• Undertake formal quarterly performance reviews and 1:1 monthly meetings with each Advisor, ensuring objectives are continuously reviewed and linked to business KPIs;
• Ensure Advisors are recognized and rewarded for outstanding achievements/performance in line with company mission and values;
• Provide clear direction and guidance to ensure consistent achievement of key performance metrics;
• Facilitate a culture of open and honest 2-way communication, ensuring key messages are cascaded to all team members, encouraging feedback and sharing of ideas and best practices;
• Maintain an environment that supports the spirit of teamwork, where Advisors are committed, loyal, and take pride in working for the company; ensure actions from employee satisfaction surveys are implemented and continuously reviewed;
• Coach, develop, and motivate Advisors by providing the skills and knowledge to perform their job, together with opportunities for skills expansion and career development;
• Continuously monitor Advisor calls in line with CLOE, either via deskside or remote monitoring, across a sample of transaction types, ensuring performance metrics are consistently achieved;
• Ensure accurate and timely communication of any client/campaign issues to the Operations Manager;
• Ensure actions from Employees Satisfaction surveys are implemented and continuously reviewed;
• Understand and comply with all regulatory, fair trading, and competition rules and adhere to Health, Safety and Security responsibilities.

THE CANDIDATE:

• Has very good command of spoken Russian (C1-C2);
• Has good command of spoken English (C1-C2);
• Previous relevant experience as Team Manager;
• Evidence of effective interpersonal, coaching, and leadership skills;
• Excellent telephone, keyboard, verbal and written communication skills;
• Good numeric and verbal reasoning skills;
• Effective time management:
• Ability to organize and prioritize, set priorities and multi-task;
• People-oriented;
• An element of gravitas;
• Experience with policy work;
• Early adopter of technology;
• Dependable, reliable, and able to perform duties with minimum supervision;
• Ability to interact positively with staff at all levels.