Hybrid - Operations Manager with French and English

• 2/3 year college degree or directly related work experience.
• Proficient in English and French language;
• Minimum 2 years experience in customer support environment. Desirably background as supervisor. Background as product specialist, technical support agent or customer service advisor. Stable customer service background
• 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 work policy
• Early adopter of technology
• Dependable, reliable and able to perform duties with minimum supervision
• Ability to interact positively with staff at all levels
• Business travel as necessary.

• Line management responsibility for Team Managers.
• Ensure metrics are consistently achieved and appropriate actions taken to address any shortfall.
• Undertake formal quarterly performance reviews and 1:1 meetings with direct reports against KPI’s.
• Apply a process of continuous review and proactive management of absenteeism and attrition across all Teams taking appropriate action where necessary.
• Management of any campaign migration or new business implementation.
• Ensure the actions from Employee Satisfaction survey are implemented and continuously reviewed.
• Overall accountability for training, development and mentoring of direct reports to provide opportunities for skills expansion and career development.
• Facilitate a culture of open and honest 2 way communication ensuring key messages are cascaded and rewarded for outstanding achievements/performance in line with company mission and values.
• Manage client relationship at an operational level in terms of coordinating information and data requests and delivery of these within agreed timescales and to required quality.
• Co-ordination of responses to any client change control requests.
• Ensure client satisfaction surveys are undertaken and action plans implemented and reviewed.
• Management of any client escalations relating to the Operational team’s performance.
• Apply process for tracking of client satisfaction and complaints in terms of response and resolution.
• Ensure process audits are completed quarterly for each customer related transaction and improvement plans agreed.
• Preparing, analyzing and presenting data to the client as part of monthly performance reviews.
• Action commercial decisions affecting P&L.
• Ensure forecasts and work schedules are accurately completed using relevant client information and scheduling tool.
• Ensure integrity and accuracy of financial reporting and analysis on both site and client level.
• Ensure budgeted revenue and EBITDA is achieved, by ensuring clients are invoiced for all ’billed hours’.

• Quarterly performance bonus
• 30 RON/day meal tickets
• Private medical insurance
• Discounts of to 40% at partners – electronics and telecommunications subscriptions
• Discounts on eyeglasses, PC protective lenses and other services
• Dentist discounts at partner clinics
• Access to the 7card by Gympass monthly subscription
• Special offer at partner banks
• A well-defined career path with many opportunities to grow in different directions
• Exposure to a multicultural and multilingual environment.

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 +800 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.

At Foundever®, we make things simple. 

Put simply, our mission is to be the solutions and the team behind the best experiences for the world’s leading brands. Wherever and whenever needed. 

Create your best moments.

We believe that small moments can have a big impact on our work experiences, customers, teams, and friends. By creating positive moments for each other, we make a difference and improve our associate experience.