Senior Operations Manager
2 weeks ago
Everise: Elevating Customer Experiences
We're a global experience company that believes in being people-first, celebrating diversity, and incubating innovation. Our mission is to elevate customer experiences for people around the world.
Senior Manager - Operations
The Senior Manager - Operations is a key role in our organization, responsible for the daily oversight and management of a team of supervisors. The Manager's role is that of coach, while holding their team accountable to ensure that agents meet or exceed the standards set forth by Everise and the client.
Key Responsibilities:
• Monitor, track, and evaluate supervisor performance based on pre-determined Key Performance Indicators (KPIs) 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
Requirements:
• A minimum of five years operations leadership experience, preferably in a call center environment
• High school diploma or GED required; college degree preferred
• Proficiency in working in a Windows-based computer environment
• Proficiency in Microsoft Office applications, especially MS Word and Excel
• 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
Compensation & Benefits:
Everise provides a competitive compensation package, including medical coverage, dental, vision, disability, 401k, and paid time off. Depending on the specific role, compensation may also include discretionary bonuses and other benefit programs.
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