Seasonal Leader - Onsite in Morristown, TN

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.

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 in 2024, 2023, 2022 and 2021

Gold Stevie Award Winner for Great Employers in 2024 and 2022

We foster an exciting culture of creativity, connection, and commitment

This position is responsible for supervising Customer Service Agents during seasonal ramps. Will be responsible for the daily/monthly performance of the client’s account including managing attrition, absenteeism and delivering performance management documentation for the Customer Service Agent.

This position is seasonal in nature and temporary. At the end of the seasonal ramp period (no greater than 6 months) the Seasonal Leader will be required to return to the duties and responsibilities of a Customer Service Agent.

Provides guidance and leadership and serves as a mentor for Customer Service Agents’ day-to-day activities.

Through effective leadership, focuses on team performance and attrition.

Manages escalation procedures and ensures service levels are maintained.

Assesses, documents, tracks, and monitors problems to ensure resolution in a timely manner.

Responsible for evaluating agents, performance management documentation and where applicable, initiating the termination process.

Provides training and mentoring for others when applicable.

Client interface capable but dependent upon account needs, attends client calls when appropriate.

Secondary point of contact for the client.

Dialogues with customers frequently to determine their needs.

Builds relationships with internal and external customers.

Align work processes, structure, and systems to meet customer needs.

Builds rapport and establishes trust with coworkers and client.

Provides accurate, timely, and professionally written, statistical and verbal reports to management for historical, current status, and forecasting purposes.

May perform other additional duties and responsibilities as assigned.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.

Identifies, communicates, motivates and educates team members with new initiatives.

Ability to motivate others beyond the status quo while understanding the needs of team members.

Ability to guide team members in a way that encourages involvement and increases their sense of ownership.

A team player with the ability to build rapport and establishes trust with coworkers and client.

Outstanding oral and written communication and interpersonal skills.

Solid report analysis and analytical skills.

Strictly adheres and demands strict adherence to the company’s policies.

Excellent attention to detail.

Pursues everything with energy, drive, and a need to finish.

Embraces change and drives growth.

Ability to act with integrity and trust in all work interactions.

Ability to be trusted with confidential information

High School Diploma required and 12 months relevant experience of which 6 months must be in a Call Center environment; or any equivalent combination of related training/education and experience required. Working knowledge of supported operating systems, software, and hardware preferred. Understanding of troubleshooting processes, technology and tools preferred. PEAK program completion.

Offers of employment are conditional and require that you complete and pass a criminal background check…