Senior Operations Manager

Company Overview

Join 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 Manager's role is that of a coach while holding his or her team accountable to ensure that agents meet or exceed the standards set forth by Everise and the client.

The Manager also has significant client-facing interaction.

Job Requirements :

• Monitor, track, and evaluate supervisor performance based upon pre-determined Key Performance Indicators (KPIs) and provide personal ongoing support and feedback to supervisors to ensure all client deliverables are met and Everise standards are adhered to
• Be a regular presence on the production floor and actively interact with supervisors and associates to ensure that they are engaged in productive work and systems are functioning properly
• Ensure that underperforming associates and supervisors meet client expectations through the creation and implementation of written action plans
• Resolve customer escalations
• Responsible for upward and downward communication both internally and as required to the client
• Interact as needed with other functional areas including HR, recruitment, marketing and Information Technology
• Participate in associate and supervisor selection and interviewing process
• Interact with clients demonstrating engaged leadership and detail orientation
• Other duties and responsibilities assigned by management of the company

Qualifications :

• A minimum of five years operations leadership experience preferably in a call center environment
• High school diploma or GED required; college degree preferred
• Proficiency in working in a Windows-based computer environment
• Proficiency in Microsoft Office applications, especially MS Word and Excel
• Excellent oral and written communication skills
• Strong organizational and interpersonal skills
• Schedule flexibility
• Analytical and problem-solving skills
• Strong ability to multitask
• Ability to function in a fast paced environment
• Dependability regarding completion of assignments and attendance

If you've got the skills to succeed and the motivation to make it happen, we look forward to hearing from you.