About Us

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 

  

Read more about our culture: Foundever® Stories. 

Job Summary

This role is to assist the operations’ coaches and managers in organizing, handling in Operations’ and HR processes. Incumbent will be responsible for clerical and organizational tasks to support the coach position. Must follow all Foundever® policies and processes. 

Summary of Responsibilities Timekeeping – responsible for monitoring time, ensuring punches are entered, are correct and approved by the coach and agent, to include sending daily reminders; obtain the Timekeeping Correction Form (TCF) prior to making changes in the system; and/or submitting pay corrections to payroll when necessary. Ensure PTO, Holiday, Bereavement and other non-worked time is entered according to policy.    Leaves of Absence – own the LOA communication efforts; be the liaison between the third party leave vendor and the coach to ensure clear expectations and parameters of leaves; notification to coaches of extensions or changes; monitor and ensure process is followed in reporting of time used; ensure a smooth return to work process; and follow-up and follow-thru on associates that fail to return from leave. Admin will also ensure clear understanding of the parameters and follow-up for Workplace Accommodations.   Legal Rules and Regulations (LRR) process – conduct intake of the error or complaint received and follow the established process to determine appropriate cause and course of action to include appropriate communication to Foundever® leaders and client.   Document Maintenance – assist in monitoring iCoach acknowledgment of contact logs as assigned; ensure documents are appropriately acknowledged and loaded into SuccessFactors according to established process.   IT Escalations – follow up and follow thru on IT tickets as needed.  Other – conduct and complete other assignments as directed. Seek assistance or guidance as needed. 
  Position Qualifications Minimum – Exceptional attention to detail; ability to work in a fast- paced environment with frequent change and urgency; experienced in computer technology including excel and word.    Exceptional verbal and written communication skills. Ability to promote a positive and professional environment.   Ability to problem solve and collaborate with others.   Exercise patience with others; use discretion and respect with others and information.   Ability to accept and apply feedback and instruction.   Preferred – 6-9 months prior experience in a similar role;   Experience with Power BI reporting   Salary Range

The base pay range for this position is up to $17 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.