Director - Operations

Everise(India) BPO Services Private Limited; Mohali; On-site; INR 4,000,000 - 6,500,000; Full time

Job summary

Everise delivers happiness to millions of customers around the world. The Director - Operations will oversee daily operations to achieve client deliverables through high‑performance teams in our India delivery center.

This role acts as a coach and leader, ensuring team morale stays high while driving efficiency on shift-based timelines. The ideal candidate has 14–15 years in call center environments, demonstrates strong managerial and P&L leadership, and is ready to work U.S.

Qualifications

• Experience: 14–15 years in a call center environment.
• Minimum of 2 years’ senior leadership experience in call centers.
• Willingness to work in U.S. shift timings (1830 IST) and 100% office.
• Bachelor's or Postgraduate degree required.
• Strong leadership, integrity and entrepreneurial mindset.

Responsibilities

• Oversee daily operations to meet client deliverables through high-performance teams.
• Coach and lead teams; ensure morale remains high.
• Coordinate HR, Recruitment, Training and Quality functions.
• Engage with client and senior managers; implement action plans for underperformance.
• Participate in hiring and interviewing; communicate upward/downward.

Skills

Managerial leadership

Operational management

P&L leadership

Communication skills

Multitasking

Education

Bachelor's / Post Graduate Degree

Job description

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 timelinesReadiness 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.

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. Companies rely on Everise, a leading customer experience firm, 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! Learn more at www.weareeverise.com.