Coach Bilingue & Trilingue

Foundever; Medellín; Presencial; COP 33.480.000 - 55.800.000; Jornada completa

Descripción de la vacante

Foundever is seeking a Coach bilingual in Spanish and English (and potentially French) to guide teams within a fast-paced contact center environment in Medellín. The role focuses on directing KPI achievement, coaching agents, and ensuring timely communication of client issues.

The ideal candidate will possess strong interpersonal and supervisory skills, strategic thinking, and proficiency with MS Office tools to analyze processes and drive improvements within a dynamic CX landscape.

Formación

• Superior verbal and written communication skills in English and Spanish.
• Experience in contact center operations or customer support leadership.
• Ability to analyze processes and implement operational improvements.

Responsabilidades

• Provide direction and guidance to ensure KPI achievement.
• Communicate client and campaign issues to the operations management.
• Coach, mentor and develop agents and teams.
• Perform other duties as assigned.

Conocimientos

Interpersonal coaching

Supervisory skills

Strategic thinking

Results oriented

MS Office tools

Herramientas

MS Office

Descripción del empleo

Foundever is a global leader in the customer experience (CX) industry. With 170,000 associates worldwide, we are the team behind the best experiences for over 750 of the world's leading and digital brands. Our innovative CX, technology, and experience solutions are designed to support our clients' operational needs and deliver a seamless experience to consumers at the moments that matter most.

We are Hiring! - Coach Bilingual (SP- ENG) and Trilingual (SP- ENG - FR)

Job Summary:

Provide direction and guidance to ensure consistent achievement of key performance indicators. Ensure accurate and timely communication of client and campaign issues to the management of the operations. Coach, mentor, and develop agents and teams. Perform other duties as assigned.

Responsibilities:

• Provide direction and guidance to ensure consistent achievement of key performance indicators.
• Ensure accurate and timely communication of client and campaign issues to the operation manager.
• Coach, mentor and develop agents and teams.
• Perform other duties assigned.

Experience Target:

• Superior verbal and written communication skills in both English and Spanish languages.

Skills:

• Interpersonal coaching and supervisory skills.
• Ability to work on a fast-paced environment.
• Strategic thinking.
• Results oriented.
• Proficiency with MS Office tools.

Knowledge/Abilities:

• Demonstrated knowledge of contact center operations and customer support.
• Supervisory skills (including tools, processes and systems knowledge).
• Demonstrated ability to analyze processes, enact change, and think operationally and strategically to achieve business goals.
• Demonstrated knowledge of technology industry and general business management.