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:
• Employee and Customer-centric
• Achievement Oriented
• Self-driven
• Energetic and Enthusiastic
• Ability to work under high pressure
• Must have managerial, operational, and administrative experience
• Integrity and drive
• Strong ability to multitask
Knowledge:
• 8–10 years of experience in a call center/BPO environment, with at least 3 years as an Operations Director
• Strong background in managing healthcare programs within BPO/call center operations
• Proven ability to perform effectively under high pressure
• Quick thinker with strong decision-making skills
• Excellent interpersonal and communication abilities
If you’ve got the skills to succeed and the motivation to make it happen, we look forward to hearing from you.
Top Skills
What We Do
Everise delivers happiness to millions of customers around the world. We excel at solving customer problems on behalf of some of the world’s biggest brands. Our specialty sectors are healthcare, travel, technology, and financial services.
As the leading customer experience firm, companies rely on Everise to drive their business forward by transforming customer care into something extraordinary and consistently delivering positive interactions across the globe in 32 languages.
At our core, we are a diverse and inclusive group of champions who learn from each other. We welcome people of different backgrounds, experiences, abilities and perspectives. We are an equal opportunity employer and a pleasant and supportive place to work.
Join us and become a champion of customer happiness
