Job Description:

About Us

Foundever™ is a global leader in the customer experience (CX) industry. With 170,000 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.

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 Comparably’ s Award for Best Global Culture for the past 3 years
Gold Stevie Award Winner for Great Employers
Winner of The Business Intelligence Group’s 2024 Best Place to Work award
Military Spouse Friendly Employer
Rated by Comparably among the Top 100 highest-rated Companies for Diversity

Read more about our culture: Foundever™ Stories.

Primary Job Responsibilities

This position is responsible for creating curricula to support agent-level training for multiple clients in a site, or multiple virtual clients by performing the following duties and ensuring required standards of training set by the client(s) and North America Learning Services are achieved and maintained. This position includes designing, developing and implementing account-specific training for Foundever customer support agents using diverse methods including classroom instruction and e-learning. It also includes the creation of standard operating procedures and workflows, training guides, assessments, surveys, user manuals and other communication materials as needed

Adherence to FOUNDEVER policies on ethics and integrity.
Deliver and facilitate classroom instruction ensuring employees can successfully perform required job duties and meet key performance indicators for their respective client.
Demonstrates effective communication, presentation, questioning, conflict resolution, and employee management skills.
Lead, inspire and provide positive and constructive coaching and feedback to learners.
Convert instructor-led training into learner-led facilitation engaging all employees for a minimum of 80% of their learning.
Document and address attendance, adherence, performance and behavioral issues and understand when to escalate to a manager or human resources.
Responsible for ensuring all employees that graduate from classroom training are able to effectively handle customer contacts creating positive customer satisfaction and brand loyalty while meeting contractual compliance and metric requirements.
Prioritize workload, complete reporting/administrative tasks during learner’s self-study or small group exercises to meet deadlines.
Administer effective evaluation and testing techniques to assess trainee performance.
Assure preparation and ongoing maintenance of the instructional classroom (physical or virtual), including PC configurations, network connectivity, audio-visual equipment, props and other training supplies or tools.
Using Subject Matter Expertise, Create content for training courses using instructional design techniques
Review and analyze course materials including instructional manuals, learning aids, job aids, and learning evaluations such as quizzes and tests for accuracy, effectiveness and update and improve as needed.
Complete Training Needs analysis as needed and provide impactful solutions.

Primary Job Responsibilities

Provide training reports, including account training needs, classroom progress, individual agent progress, and other performance tracking as requested by management.
Communicates with management, support agents, and client representatives using professionally written email, letters and memos.
Mentors and provides customer support, escalation support or coaching during nesting or extended periods of time when not engaged in classroom instruction.
Successfully complete (pass) all Monthly Initiatives and other Training Programs and certifications as required by the Client or FOUNDEVER Learning Services or Compliance Teams
Meet monthly expectations with respect to handling agent tasks and meet program metrics to maintain subject matter expertise and bring this experience into the classroom
Assist with leading corporate training initiatives
Assist with onboarding, training, coaching and mentoring other trainers on facilitation skills, client training and other training requirements.
Support multiple client training programs as required.
Routinely function as a front line, agent handling customer transactions and supporting the business
Create summary presentations of the results and impact of coursework or key initiatives to present to stakeholders
Convert PowerPoint or other training materials into online learning content
Develop and maintain standard operating procedures and workflows, training guides, and user manuals
Support performance initiatives with training materials
Editing documents for grammar, clarity, content, and formatting
Create or update layouts, logos/banners, videos, presentations and other engaging design images for training curriculum and other learning publications
Provides support for Training and Operations including, but not limited to, researching and resolving training and operational problems, unexpected results or process flaws; recommend solutions or alternate methods to meet requirements.
Complete basic instructional design processes.
May perform other additional duties and responsibilities as assigned.

Salary Range

The base pay range for this position is up to $22.46 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.

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