Company OverviewJoin us on our mission to elevate customer experiences for people around the world. As a member of the Everise family, you will be part of a global experience company that believes in being people-first, celebrating diversity and incubating innovation. Our dedication to our purpose and people is being recognized by our employees and the industry. Our 4.6/5 rating on Glassdoor and our shiny, growing wall of Best Place to Work awards is a testament to our investment in our culture. Through the power of diversity, we celebrate all cultures for their uniqueness and strengths. With 13 centers around the world and a robust work at home program, we believe great things happen when we work with people who think differently from us. Find a job you’ll love today!Position Purpose:The Senior Manager - Operations is responsible for the daily oversight and management of a team of supervisors charged with achieving client deliverables through high performance teams of customer care representatives. The Senior Manager’s role is that of coach while holding his or her team accountable to ensure that agents meet or exceed the standards set forth by Everise and the clientJob Requirements:Monitor, track and evaluate Operations’ performance based upon pre-determined Key Performance Indicators (KPI’s) and provide personal ongoing support and feedback to Managers and Sr. Managers to ensure all client deliverables are met and Everise standards are adhered toBe a regular presence on the production floor and actively interact with Sr. Managers, Managers, Supervisors and Associates to ensure that they are engaged in productive work and systems are functioning properlyCreate an environment that makes Everise an employer of choice in the local marketManage functional direct and dotted-line areas to include Human Resources, Recruitment, Training, Quality, Technology, Facilities and Security to ensure that local expectations are clear and deliverables are metCoordinate with Functional Heads to ensure that underperforming Managers meet expectations through the creation and implementation of written action plansResponsible for upward and downward communication both internally and as required to the clientParticipate in associate and supervisor selection and interviewing processInteract with clients demonstrating engaged leadership and detail orientationOther duties and responsibilities assigned by management of the companyAttributes & AttitudeHands-On LeadershipResults-DrivenProcess-OrientedAnalytical & Problem-SolvingExcellent Interpersonal & Communication SkillsSupportiveAdaptable, dependable, and collaborative; fosters a positive team cultureKnowledgeMinimum of five years of operations leadership experience, preferably in a call center environmentStrong analytical and problem-solving skills with the ability to multitask in a fast-paced environment.Knowledge of performance metrics, process improvement, and budget management.If you’ve got the skills to succeed and the motivation to make it happen, we look forward to hearing from you.
