Dir Site Ops-Fayetteville

About Us

Learn, Lead & Grow at Foundever Group®

We believe experiences are everything, and that happy associates are successful ones. That’s why we give our people the tools and the freedom to learn, grow, have fun and be themselves.

• GROW AS YOU GO. We invest in you, with internal programs, training and initiatives to develop your skills and help you reach your goals. We promote from within. We provide you with the tools, skills and resources to develop, both professionally and personally. You choose where you want to go; we help you get there.

• BE BOLD, BE YOU. #FoundeverLife represents our commitment to our people -to YOU. It's about coming exactly as you are. We empower everyone to live their truth, be themselves and use their voice -and we give them a platform to do so.

• WORK TOGETHER TO MAKE AN IMPACT. We strive to make the world a better place and empower others to do the same. We are mission-driven -and we leverage the power of our people to make a positive impact in the communities in which we live and work.

• GAIN STABILITY, EXPAND POSSIBILITIES. We celebrate successes and reward our people for the hard work they do every day. We offer benefits to keep you healthy and happy, such as paid time off and referral bonuses. Plus, fun perks like employee discounts.

• MAXIMIZE YOUR EXPERIENCE. We value open, honest and constructive conversation. We encourage you to speak up -and we listen when you do. Through MAX, our global community, we leverage our people's innovative ideas, experiences and feedback to shape and drive the future of Foundever Group.

About Foundever Group®

As a global leader in end-to-end customer experience (CX) products and solutions, Foundever Group® partners with the world’s best-loved brands, from Fortune 500 companies to local startups, to design, build and deliver a competitive edge across all customer touchpoints.

With our award-winning culture built on 35+ years of industry-leading experience and commitment to improving the employee experience, we improve business results by pairing innovative design thinking and digital solutions – including self-service, artificial intelligence (AI), automation and data-driven analytics – with the expertise, emotion and empathy of our people to Create Connection. Value Conversation.

Job Summary

SUMMARY OF JOB RESPONSIBILITIES

7-9 years of industry-related experience, including 2-4 years of contact center managerial experience or 10+ years of professional-level business management experience, including 2-4 years of managerial experience.

Demonstrates strong fiscal management skills in a P&L environment.

Demonstrates a strong ability to analyze processes, enact change and think operationally and strategically to achieve business goals.

Demonstrates the ability to manage large groups of people (400+) in a site environment and to work effectively as a business partner within a larger client framework.

Demonstrates the ability to successfully manage excellent customer/client relationships. Excellent leadership and interpersonal skills.

Demonstrates strong facilitation and presentation skills.

Demonstrates strong project management and planning skills in order to successfully manage multiple simultaneous projects.

Responsible for the successful operation of a customer contact management site.

Manages both human and material resources.

Supports Foundever and clients in achieving service, quality and contribution goals.

Demonstrates sound fiscal management in achieving profitability goals.

Responsible for operating systems, policies and procedures within the site (including development, implementation and continual improvement of processes) to best achieve overall business goals.

Responsible for leading process improvement efforts within the facility.

Provides leadership and management to associates.

Strives to achieve overall associate satisfaction.

Provides development opportunities for the site management team.

Ensures that appropriate training and development is offered to supervisors.

Working with peers serves as an effective business partner to multi-site clients.

Supports the broader business line and corporate units to achieve goals.

Represents Foundever as a leading business presence through local community involvement.

Primary Job Responsibilities

EDUCATION

4-year college degree or equivalent directly related work experience

TRAVEL REQUIREMENTS

Regular business travel required – Up to 25%.

Travel may include client visits, company business meetings or other events, as needed.

Travel time and will vary.

Travel will be completed through the most cost-effective and efficient methods.