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 Knowledge Manager you will be responsible for coordinating and building of knowledge base, consolidation and organization of training material, process mapping and product mapping and Genesys System implementation for a new client project implementation.
This will consist of the alignment of 5 local market rules and processes with a central one. Additionally, the implementation of the Quality framework standard will be needed from scratch, alongside the client’s input.
You will be responsible for building and maintaining quality on the project, ensuring the new hires are trained effectively, support in the nesting and that operations are running smoothly.
Skills:
Excellent verbal and written communication skills and presentation skills.
Proven operational skills through operational management and cross-functional actions – in particular, training and quality.
Excellent interpersonal skills and experience in partnering with multiple operational support teams.
PC skills including the ability to use a variety of products included in the Microsoft Office 365.
Operational Technical acumen (Telephony, CRM).
Strong Risk Assessment and Change Management mindsets.
Granular view of Process improvement.
Effective client and people management.
Additional Skills
Ability to use AI tools, such as Copilot or GPT, or similar.
Self-organized, planning and prioritization skills.
Patience, empathy, and a unique ability to manage stress.
Solution oriented.
Performance Monitoring and Reporting
Create and manage a reporting framework to track efficiency metrics and performance.
Regularly update senior leaders on progress, challenges, and successes.
Collaboration and Stakeholder Engagement
Collaborate with performance and continuous improvement teams for aligned efforts.
Build strong relationships with country-specific operations managers for support on efficiency initiatives.
Facilitate communication and strategy implementation between senior leadership and the client.
Typical Qualifications:
Preferable college degree or related work experience in Training and Quality management, project management and project set up.
Languages proficiency
English C1 level minimum;
Experience Target (in this job or a related function/field):
4+ years of Project, Training and or Quality Management in progressively responsible role, with 5 or more year's experience in a BPO environment
Please submit your application, CV and cover letter by latest end of day Tuesday 2nd September in order to be considered for the role.
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.