Senior Operations Manager

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 (KPI’s) and provide personal ongoing support and feedback to supervisors to ensure all client deliverables are met and Everise standards are adhered to

• Actively engage with supervisors and associates through virtual channels to ensure productivity, address operational needs, and confirm systems and workflows are functioning effectively.

• 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:

• Minimum of 5 years of operations leadership experience, preferably in a call center environment

• Healthcare experience required

• High school diploma or GED required; Bachelor’s degree preferred

• Proficiency in a Windows-based computer environment

• Strong working knowledge of Microsoft Office applications, particularly Word and Excel

• Excellent verbal and written communication skills

• Strong organizational and interpersonal skills

• Flexible with work schedules

• Strong analytical and problem-solving abilities

• Demonstrated ability to manage multiple priorities and tasks simultaneously

• Ability to thrive in a fast-paced environment

• Reliable and accountable in completing assignments and maintaining consistent attendance

Compensation & Benefits
The anticipated base salary range for this remote position is between $65,000- $75,000. In addition, Everise provides benefits including medical coverage, dental, vision, disability, 401k, and paid time off. The actual compensation package may vary based on factors such as skill set, experience level, and the candidate's location.
 

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