Director - Operations

Praxy; Mohali; On-site; INR 3,500,000 - 5,200,000; Full time

Job summary

Everise is seeking a Director - Operations in Mohali to oversee daily operations and drive client deliverables through high-performance teams. You will coach and lead while maintaining morale and ensuring accountability to Everise standards on the production floor.

You will manage HR, recruitment, training and quality, coordinate with functional heads, and implement action plans for underperforming managers. The role requires US shift timings and 100% on-site work.

Qualifications

• Managerial, operational and administrative experience
• P&L leadership
• Experience: 14 - 15 years of Experience from a call center environment
• Minimum of 2 years' senior leadership experience preferable in a call center environment
• Readiness to work in U.S. shift timings only (starting 1830 hours IST) and 100% work from office

Responsibilities

• Monitor, track and evaluate Operation's performance based on pre - determined 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

Skills

Leadership

P&L leadership

Call center experience

High pressure management

Job description

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 skillsMust have managerial, operational and administrative experience
• Integrity and drive
• Strong ability to multitask
• Experience: 14 - 15 years of Experience from a call center environment
• Minimum of 2 years' senior leadership experience preferable 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.