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 Vice President - Operations is responsible for the daily oversight and leadership of a team of Operations Managers charged with achieving client deliverables through high-performance teams. The Vice President's role is that of coach and leader while holding his or her team accountable to ensure Operations Management and agents meet or exceed the standards set forth by Everise and the client. The Vice President also has significant client-facing interaction.
Job Requirements:
Monitor, track, and evaluate Operations’ performance based upon pre-determined Key Performance Indicators (KPIs) and provide personal ongoing support and feedback to Managers and Sr. 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 Sr. Managers, Managers, Supervisors, and Associates to ensure that they are engaged in productive work and 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
Other duties and responsibilities assigned by management of the company
Knowledge
At least 8-10 years of Call Center Operations experience in a leadership capacity
Previous experience in healthcare programs is required
If you’ve got the skills to succeed and the motivation to make it happen, we look forward to hearing from you.
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
