Entreprise :
Sitel Group devient officiellement Foundever™.
Foundever™ est un leader mondial de l'expérience client (CX). Avec 170 000 collaborateurs dans le monde, nous sommes l’équipe derrière les meilleures expériences des 750 plus grandes marques internationales et digitales.
Nos solutions CX innovantes, notre technologie et notre expertise sont conçues pour répondre aux besoins opérationnels de nos clients et leur offrir une expérience sans couture, partout et à tout moment. Prenant en charge 9 millions d’expériences chaque jour dans plus de 60 langues et 45 pays, Foundever combine la force d’une présence mondiale à une approche entrepreneuriale, permettant aux entreprises de toutes tailles et de tous secteurs de transformer leur CX.
Poste :
- Lead operational teams to achieve and exceed business goals, including service quality, financial results, client satisfaction, and employee engagement.
- Ensure consistent achievement of all financial and operational KPIs across the assigned site.
- Participate in recruitment, selection, onboarding, and ongoing development of team members to strengthen performance and retention.
- Provide line management support to Coaches supervising new hires during induction and training.
- Monitor absenteeism and attrition and implement proactive corrective actions as needed.
- Follow Employee Satisfaction trends and ensure action plans are properly executed and reviewed.
- Conduct client satisfaction surveys and ensure follow-up measures are implemented.
- Manage client escalations linked to operational team performance.
- Ensure accurate forecasting and scheduling using client data and planning tools.
Profil recherché :
- Bachelor’s degree in Management, Business Administration, Computer Science, Mathematics, Statistics, Economics, or any related field.
- Excellent command of English & French OR English & Spanish (depending on the specific role).
- Strong leadership with experience managing large teams and multiple operational groups.
- Proven performance management skills (coaching, appraisals, feedback, development).
- Strong interpersonal and client relationship-building skills.
- Solid computer literacy and ability to work with operational tools and reporting systems.
- Minimum of 12 months of experience as a Team Manager / Operations manager.