What are the responsibilities and job description for the Director of Operations position at Everise?
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 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 Qualifications :
- 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
- Bachelors / Post Graduate Degree
- Experience : 12 – 14 years of Experience in a call center environment
- Minimum of 2 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.
