Bilingual French​/English Flex Learning Specialist - Remote Canada

About Us

Foundever® is a global leader in the customer experience (CX) industry. With 150,000 associates across the globe, we’re the team behind the best experiences for +800 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.

Supporting +9 million customer conversations every day in +60 languages across 45 countries, Foundever combines global strength and scale with the agile, entrepreneurial approach of our founder‑led culture, enabling companies of all sizes and industries to transform their CX.

Winner of Comparably’s Award for Best Global Culture in 2024, 2023, 2022 and 2021.

Gold Stevie Award Winner for Great Employers in 2024 and 2022.

We foster an exciting culture of creativity, connection, and commitment.

Read more about our culture:
Foundever® Stories.

This role may involve the use of approved artificial intelligence (AI) tools to support day‑to‑day tasks, improve efficiency, and enhance decision‑making. Examples may include automated workflows, data‑supported recommendations, or candidate/employee interaction tools (as applicable to the role).

This opportunity represents an existing vacancy supporting current business operations.

This position combines the roles of Customer Service Agent and Learning Specialist, requiring flexibility to meet training demands. Training durations range from three (3) days to ten (10) weeks, with an average of four (4) weeks. The Flex Learning Specialist may be assigned training responsibilities for varying lengths of time, typically not exceeding six (6) months within a twelve (12) month period.

Once training is completed, the Flex Learning Specialist will resume the duties of a Customer Service Agent.

While in Training, this position is responsible for planning, preparing, and delivering training to Foundever Customer Service Agents for one or more clients using diverse learning methodologies including classroom instruction in a learner‑led environment, active classroom techniques, small and larger group activities and self‑directed learning. This position also requires one‑on‑one mentoring and coaching of Customer Service Agents, as part of the agents’ learning experiences.

– 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, supervise 14‑30 agents assigned to training programs that vary in duration from three (3) days to ten (10) weeks and average 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…