Director - Operations

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 - 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 for the performance delivery and for ensuring that the teams morale remains high at all points of time.

Job Requirements

• Monitor, track and evaluate Operation’s performance based on pre – determined Key Performance Indicators (KPI’s) and provide personal ongoing support and feedback to Sr. Managers and 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 and Quality, to insure 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

• Employee and Customer centric
• Achievement Oriented
• Self-driven
• Energetic and Enthusiastic
• P&L leadership
• 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
• Entrepreneurial mindset
• Strong ability to multitask
• Bachelors/Post Graduate Degree
• Experience: 14 – 15 years of Experience from a call center environment
• Minimum of 2 years’ senior leadership experience preferably in a call center environment
• Willingness to work in a high pressure environment with tight timelines
• Readiness to work in U.S. shift timings only (starting 1830 hours IST) and 100% work from office

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