Senior Operations Manager

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 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 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

Be a regular presence on the production floor and actively interact with supervisors and associates to ensure that they are engaged in productive work and systems are functioning properly

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:

A minimum of five years operations leadership experience preferably in a call center environment

The ideal candidate preferably has a healthcare background, with specialization in Medicare and retirement.

Leadership and Management: Ability to motivate and guide teams, delegate tasks effectively, and foster a positive work environment

Problem-Solving and Analytical Skills: Identifying and resolving operational issues, analyzing data, and implementing solutions

Communication and Interpersonal Skills: Effectively communicating with employees, stakeholders, and clients

Strategic Thinking: Developing and implementing operational strategies to achieve business goals

Technical Proficiency: Understanding relevant technologies and systems used in operations

Budget Management: Knowledge of financial principles and ability to manage operational budgets

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

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