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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 Director of Operations is responsible for the daily oversight of the Operations to achieve Client deliverables through high-performance teams. The Director’s role is that of a coach and leader while holding his or her team accountable to ensure performance delivery.
Job Requirements:
• Monitor, track, and evaluate Operation’s performance based on pre-determined Key Performance Indicators (KPIs) and provide personal ongoing support and feedback to Managers 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 Managers, supervisors, and associates to ensure that they are engaged in productive work and that systems are functioning properly
• Create an environment that makes Everise an employer of choice in the local market
• Manage 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 met
• Coordinate with Functional Heads to ensure that underperforming Managers meet expectations through the creation and implementation of written action plans
• Responsible for upward and downward communication both internally and as required to the client
• Participate in associate and supervisor selection and interviewing process
• Interact with clients demonstrating engaged leadership and detail orientation
Attitude & Attributes:
• Positive
• Employee and Customer-centric
• Achievement Oriented
• Self-driven
• Energetic and Enthusiastic
• Ability to work under high pressure
• Quick thinker and an effective manager
• Excellent interpersonal and communication skills
• Must have managerial, operational, and administrative experience
• Integrity and drive
• Strong ability to multitask
Knowledge:
• Bachelor's Degree, in any field
• Experience: 10 - 12 years of Experience in a call center environment
• Minimum of 3 years senior leadership experience preferably in a call center environment
If you’ve got the skills to succeed and the motivation to make it happen, we look forward to hearing from you.
