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 Team Leader - Operations is responsible for the daily supervision and management of a team of associates. The Team Leader’s primary role is that of coach and teacher to ensure that the agent meets or exceeds the standards set forth by Everise and the client.
Job Requirements:
- Monitor, track and evaluate associate performance based upon pre-determined Key Performance Indicators (KPI’s) and provide personal feedback to associate to ensure all goals are met and Everise standards are adhered to
- Be the constant presence on the production floor and actively interact with associates to ensure that they are engaged in productive work and systems are functioning properly
- Ensure that underperforming associates meet client expectations through the creation and implementation of written action plans
- Resolve customer escalations
- Responsible for communication between contact center management, client and associate
- Participate in associate selection and interviewing process
- Provide on-the-job or up-training as necessary to enable associates to meet Everise and client expectations
Qualifications:
- Bachelor’s degree in related field from a four-year college or university or 1 year experience in customer service or sales or equivalent combination of education and experience
- Prior supervisory or leadership experience is a must
- Proficiency with various Windows programs, including Microsoft Word, Excel, PowerPoint and Outlook
- 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
Protect yourself against job application fraud - https://bit.ly/46HnRdV
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
