Team Lead

United Kingdom

1/10/2025

Required Language

English

Employment Type

Full time

Contract Type

Permanent

Description

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.??

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

Supported by our company values of creativity, commitment and connection; if you already live these principles day to day then you’re a perfect candidate for us and we want to hear from you. Does this sound like you? We will give you the tools to be able perform as a customer service advisor and have your hard work rewarded.

The opportunity

Team Lead

• EPoints: employee benefits scheme that works with the best UK retailers
• Learning and Development courses
• Career opportunities within the account
• Monthly incentive prizes
  
  

What You’ll Do

Well…you need to effectively use your excellent team

management skills to provide support and development to your team. We work on a fast

paced environment where dedication and flexibility matters.??

If you feel you would like to be

part of this team and you are ready to show your best talents, please read on:

Main Responsibilities Include

• To gain the commitment of employees to the company goals and objectives.
• Motivation, monitoring, calibration, coaching, training and development of employees
  
  

as required.

• To communicate the performance goals and measures to staff and to provide regular
  
  

and constructive feedback via PEP feedback sessions and Performance Reviews in

line with agreed processes and timescales.

• To communicate the company policy and procedure to staff and ensure that they are
  
  

adhered to.

• To identify and implement any staff training needs.
• To provide counsel where there are performance or conduct issues and, in conjunction
  
  

with the HR department, to take appropriate disciplinary action where required, in line

with the company policy.

• To ensure that agents have the knowledge, skills and equipment required to carry out
  
  

their function effectively and efficiently and escalate any issues where appropriate.

• To ensure effective recruitment of appropriate staff to the team, including conducting
  
  

interviews and liaison with the recruitment agency.

• To develop and implement employee work schedules, including breaks, holidays and
  
  

off-line time.

• To solve any escalations which occur in line with the agreed procedure.
• To meet or exceed account performance measures e.g. abandon rates, average talk
  
  

times etc. for the team.

• To ensure client satisfaction on quality and service levels.
  
  

Who You Are

• Fluent in English
• ?Educated to at least HND level or equivalent qualification / experience
• Excellent communication skills both written and verbal
• Man management and interpersonal skills
• Report writing and analytical skills
• Ability to identify problems, collate data, establish facts and draw conclusions.
• Proficient with spreadsheets and word processing software
• Ability to stay calm in a crisis
• Previous Team Lead experience preferred
  
  

What are you waiting for? Apply NOW and join our family!

Data Notice The personal data you provide in your application, and as part of the recruitment process, will only be held and processed for the purpose of the selection processes of Foundever and in connection with any subsequent employment or placement, unless otherwise indicated. Your data will be retained only for as long as is permitted by UK legislation and then destroyed.