Essential Duties and Responsibilities while in Training:

• Adherence to Foundever policies on ethics and integrity.

• Deliver and facilitate soft skills and product training, 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.

• Facilitate content in a way that ensures learners are actively engaged and participating in the learning process

• Supervisory responsibilities, supervises 14-30 agents assigned to training programs that vary in duration from three (3) days to ten (10) weeks and averages four (4) weeks.

• Document and address attendance, adherence, performance and behavioral issues and understand when to escalate to a manager or human resources, for example when disciplinary action is needed.

• Responsible for ensuring all employees that graduate from classroom training and On- the- Job 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.

• Review and analyze course materials including instructional manuals, learning aids, job aids, and learning evaluations such as quizzes and tests for accuracy and effectiveness. Provides feedback to the learning design team and/or client as directed.

• Provide training reports, including account training needs, classroom progress, individual agent progress, and other performance tracking as requested by management.

• Communicates with leaders, support agents, and client representatives using clear, professional language, both written and orally

• Mentors and provides customer support, escalation support or coaching during On-the-Job training, as required.

• Successfully complete (pass) all Training Programs and certifications as required by the Client or Foundever Learning and/or Compliance Teams

• Assist with delivering corporate training initiatives, as required

• May perform other additional duties and responsibilities as assigned.

As a Customer Service Agent, you will serve as the primary point of contact for our customers, providing exceptional service and support. Your role will involve handling customer inquiries, resolving issues, and ensuring a positive experience. You may communicate with customers through various channels, including phone, email, and chat.

Language skills:

Fluency in English and French is required, as the role involves handling calls and providing administrative support for program operations in both languages.

Essential Duties and Responsibilities while in Customer Service Agent role:

• Respond promptly to customer inquiries and provide accurate information about products and services.

• Handle customer complaints and inquiries effectively, using problem-solving skills to resolve issues.

• Maintain a high level of professionalism and empathy while communicating with customers.

• Document customer interactions and maintain records of all conversations in the customer service database.

• Collaborate with other departments to escalate issues as necessary and provide solutions.

• Stay updated on product knowledge and company policies to provide the most relevant information to customers.

• Achieve individual performance goals set by leadership, including but not limited to response times and customer satisfaction ratings.

• Participate in training and development programs to enhance skills and knowledge

• This dual role requires you to maintain good standing in both positions, meaning you may not be placed on a written warning or higher or be placed on a Performance Improvement Plan and remain in this dual role.

EDUCATION and/or EXPERIENCE

Associates (AA) Degree preferred but not required. Two years’ experience in training/teaching/coaching preferred or a combination of contact center experience and training/teaching/mentoring/coaching.

QUALIFICATIONS

• 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. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Be in good standing; not have received a written warning or higher in the last 12 months or be on a Performance Improvement Plan

• 90% schedule adherence on current program is required

• Passion for learning and development, with a focus on creating a positive impact.

• Strong Communication and Presentation Skills

• Excellent facilitation and presentation skills.

• Strong coaching skills, with a focus on and passion for developing others

• Strong leadership skills with the ability to manage large groups of people.

• High level of creativity and innovation in facilitating learning solutions.

• Adaptable and flexible, able to thrive in a fast-paced and dynamic environment.

• Continuous improvement mindset, always seeking ways to enhance learning experiences.

• Open to feedback and committed to personal and professional growth.

• Strong sense of ownership and accountability for delivering results.

• Proactive and self-motivated with the ability to work independently.

• Proficient in data analysis and interpretation to inform learning experiences.

• Microsoft Office Suite Proficiency including but not limited to Excel, PowerPoint, Word and Office

• Strong computer and software navigation skills including ability to troubleshoot basic technical issues is required

• Strong leadership skills and be able to escalate issues and motivate others for timely resolution with little or no direction

• Ability to collaborate with multiple departments to drive successful outcomes

• Must meet Foundever and Client Facilitator Certification Requirements

• Flexible work schedule, ability to train nights, days and weekends with training shift varying from class to class or when covering another Learning Specialist as back-up, as needed.

• Willing and able to travel (up to 25%)

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.