About Foundever™

 

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.  

 

 

Come and work with us.

 

 

As a Content Moderation Senior Operations Manager, your daily responsibilities will include:

 

 

Apply a process of continuous review and proactive management of absenteeism and attrition for all Advisors in the team, ensuring return to work and exit interviews are completed. Continually review and monitor work performance of all Advisors against agreed KPI’s, instigating appropriate corrective action, using performance management tools, to manage any shortfall. Ensure Advisors are recognized and rewarded for outstanding achievements/performance in line with company mission and values. Provide clear direction and guidance to ensure consistent achievement of key performance metrics. Facilitate a culture of open and honest 2 way communication, ensuring key messages are cascaded to all team members, encouraging feedback and sharing of ideas and best practice. Maintain an environment which supports the spirit of teamwork, where Advisors are committed, loyal and take pride in working for the company; ensure actions from employee satisfaction survey are implemented and continuously reviewed. Coach, develop and motivate Advisors by providing the skills and knowledge to perform their job, together with opportunities for skills expansion and career development. Continuously monitor Advisor calls in line with CLOE, either via deskside or remote monitoring, across a sample of transaction types, ensuring performance metrics are consistently achieved. Ensure accurate and timely communication of any client/campaign issues to Operations Manager. Ensure appropriate actions are taken to improve client satisfaction survey scores Direct involvement in the recruitment, selection induction and ongoing skills development for all direct reports, ensuring we attract and retain the best talent. Line management responsibility for Team Managers. Ensure all 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. To ensure 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. 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 call monitoring is undertaken in line with procedure and reported monthly across representative sample of all transaction types and appropriate action taken to correct any shortfall. 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 budgeted revenue and EBITDA is achieved, by ensuring clients are invoiced for all ’billed hours’. Cover the setup of the cooperation with Client as well as strategic steering. Predominant contact person for Client.

 

 

 

To succeed in the role, you will need to have:

 

 

Personal responsibility to understand and comply with all company and client security requirements and policies. Proactively manage and be responsible for all Health and Safety issues, ensuring a safe working environment for all staff. Ensure that all staff complies fully with the security policies and requirements of Foundever and our Clients, ensuring staff are given an appropriate level of knowledge/awareness to be able to comply with the policies within the context of their role and taking appropriate action when non-compliance is identified. Excellent verbal and written communication skills and presentation skills Strong leadership skills with ability to manage multiple teams and large groups of people. Strong financial management skills in a metric-driven environment with demonstrated management of P&L Analytical thinker, at ease in producing data analysis to support decision making Excellent interpersonal skills and experience in partnering with multiple operational support and client contacts PC skills including the ability to use a variety of products included in the Microsoft Office suite Self-organized, planning and prioritization skills Patience, empathy, and a unique ability to manage stress Solution oriented Must hold EU citizenship or valid work permit for Greece Be a local candidate as it's an office based position in Athens, Greece

 

 

 

Education and experience:

 

 

Education: Preferable degree or equivalent combination of education and related work experience Languages proficiency: C1+ Level of written and spoken English language  5+ years of industry-related experience with progressively responsible experience in a contact centre environment Experience of content moderation would be preferred

 

 

 

Go further with Foundever™

 

What's in it for you? We give our people the tools and the freedom to learn, grow, have fun and be themselves.

 

Very competitive wages and stability Fully paid training Private healthcare  Continuous learning/development opportunities Competitive career opportunities A safe, friendly, diverse, supporting and technological company International and multicultural environment (celebrations, initiatives to develop your skills and events to increase the team spirit) EverBetter wellness program (Fitness room in our premises & Personal Trainer)

 

Apply Today!

 

At Foundever, we recognize that our success is rooted in the diversity of our team, and we firmly believe that our differences are a powerful asset.
As an equal opportunity organization, we hold a deep appreciation for diversity and actively foster an inclusive environment.
We are dedicated to respecting and valuing the unique perspectives, backgrounds, and abilities of every individual within our company.
Our mission is to support you in achieving your goals by providing the guidance and resources you need to reach new heights.
 

 

 

 

 

 

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