Job Opportunities at Foundever

WHAT YOU’LL BE DOING

We are looking for someone who is able to evaluate the effectiveness and efficiency of operations and provide an effective strategic analysis to influence various stakeholders, including management teams and operational staff in the company to make the right calls. You’ll be helping the team set and deliver actions to ensure we are adhering to company policies and procedures and compliance with regulatory requirements

You’ll bring an inquisitive and have a curious mind-set when it comes to operations, looking to interrogate and understand the data, the process and provide corrective actions if required. If you are looking for a new challenge in a rapidly growing and dynamic environment, with a desire to make your mark on Operational and Regulatory Standards, then this is the role for you!

ABOUT YOU

• Previous experience (2+ years) in a Management role in a call centre environment, ideally with an outsourcer/BPO. You will be a strong communicator with the ability to engage with people from all levels and will be self-motivated and work to their own deadlines. The right individual will be able to grasp abstract ideas and have good understanding of the business to apply creative solutions.
• Attention to detail is key and you will be required to apply rigour in your work, the understanding of policies, regulatory communications and legal documents. 

KEY RESPONSIBILITIES:

• Conduct thorough audits of the internal operating models across various sites. This includes evaluating the effectiveness and efficiency of operations, adherence to company policies and procedures, and compliance with regulatory requirements.
• Ensure that all operations are in line with the ISO 9001:2015 standards. The auditor should have a deep understanding of these standards and apply them effectively during audits.
• Prepare detailed audit reports that clearly document findings, including any non-conformities or areas of improvement. The auditor should also provide recommendations for corrective actions and enhancements.
• Identify opportunities for process optimisation and contribute to the development of strategies to improve operational efficiency and quality.
• Assess and identify potential risks within the operational model and suggest risk mitigation strategies.
• Provide training and guidance to local teams on best practices, compliance requirements, and quality management principles.
• Effectively communicate with various stakeholders, including management teams and operational staff, to ensure a comprehensive understanding of the audit process and findings.
• Conduct follow-up audits to ensure that recommended changes have been implemented and are effective. Promote a culture of continuous improvement within the organisation.

FURTHER RESPONSIBILITIES:

• Conduct follow-up audits to ensure that recommended changes have been implemented and are effective. Promote a culture of continuous improvement within the organisation.
• Analyse data collected during audits to identify trends and areas for systemic improvement across all locations.
• Regularly monitor and evaluate the effectiveness of compliance measures and quality management systems in place.
• Work closely with different departments, such as HR, operations, and customer service, to ensure a holistic approach to quality and operational excellence.
• Assist in managing changes in operational processes and systems, ensuring smooth transitions and minimal disruption to service quality.

YOUR PROFILE AND EXPERIENCE

• Industry: Minimum of 2 years in compliance management role in call centre environment, ideally in Outsourcing/BPO.
• Data-Driven problem solver - comfortable to speak up and challenge stakeholders based on your analysis and support in the solution
• Organised: the ability to multi-task and liaise with multiple stakeholders, while working to both global, regional and own deadlines
• Adaptability: the ability to handle and understand Operational, Quality, Compliance and Legal policies and documentation.
• Advantageous: Experience with ISO9001, Six Sigma Green or Black Belt, COPC accredation.
• Education: Degree in related field or working towards

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YOUR MISSION

• Your mission as Operations Manager will be to plan, coordinate, and direct service delivery for one or more of our clients.
• The focus of this job is on achieving results that are aligned with the larger picture of the organisation and its strategic goals.
• You'll be responsible for ensuring client and end customer satisfaction levels, as well as profitability goals are achieved and maintained.
• We're looking for someone who enjoys getting things done quickly and handling a variety of activities. Self-assurance and the confidence to purposely drive toward results while constantly problem-solving and engaging the commitment of others is essential.

ABOUT YOU

• It is essential you have a passion for management and customer service in order to create an environment for success through regular coaching, engaging, and motivating your Team Managers.
• It is also important that you are a confident and experienced leader, with great problem-solving skills that can effectively deliver in a fast-paced and changeable environment.
• You will be a self-assured competent manager with experience in driving KPI performance, client management, and understanding financial budgets, forecasts, pricing models, and bill-to-pay. You will be able to establish robust working relationships with both internal and external stakeholders.

KEY RESPONSIBILITIES

• Lead teams to meet and exceed business objectives (client and corporate service, quality, and contribution goals, as well as financial, metric, and employee satisfaction goals), ensuring the consistent achievement of all financial and operational KPIs across the site.
• Line management responsibility for coaches/team managers who are responsible for managing day to day operations of a team of agents/advisors handling customer questions and issues.
• Undertake formal monthly performance reviews and one-to-one meetings with direct reports against KPIs and behaviours. This includes regular observations.
• Action commercial decisions affecting P&L
• Create budgets/forecasts and tracks financial performance against plan.
• Responsible for the accurate tracking of costs related to, or billable to, the client
• An understanding in which operational levers to pull in order to positively impact financial and operational performance.

FURTHER RESPONSIBILITIES

• Ensure client satisfaction surveys are undertaken and action plans implemented and reviewed.
• Management of any client escalations relating to Operation performance.
• Facilitate a culture of open and honest two-way communication ensuring key messages are cascaded. Managing client relationships at an operational level in terms of coordinating information and data requests and delivery of these within agreed timescales and to the required quality.
• Prepare, analyse, and present data to the client as part of monthly, quarterly, and annual business reviews.

YOUR PROFILE AND EXPERIENCE

• Leadership: Strong leadership skills with the ability to manage multiple teams and large groups of people.
• Expertise: Minimum of 2 years experience in a Contact Centre Operations Manager role.
• Communication Skills: Excellent Interpersonal/communication skills, communicating at all levels.
• Ability: Good numeric and verbal reasoning skills.
• Critical-Thinking: Effective problem-solving skills.
• Employee Performance: Performance Management skills.