Senior Director - Operations

Everise(India) BPO Services Private Limited; Mohali; On-site; INR 4,000,000 - 7,000,000; Full time

Job summary

Everise(India) BPO Services Private Limited is seeking a Senior Director - Operations to lead a team of Operations Managers and ensure client deliverables meet or exceed Everise standards across global clients.

The role requires hands-on leadership on the production floor, coaching, and the ability to build an employer of choice within the local market, coordinating with HR, Recruitment, Training, Quality, Technology, Facilities and Security to drive performance.

Qualifications

• Lead and coach mid- and senior-level managers to meet client deliverables.
• Monitor performance using predefined KPIs and provide ongoing feedback to leaders.
• Create an environment that positions Everise as an employer of choice in the local market.

Responsibilities

• Monitor, track and evaluate Operations’ performance against KPI’s; provide feedback to Managers and Sr. Managers.
• Be regularly present on the production floor; engage with Sr. Managers, Managers, Supervisors and Associates.
• Coordinate with HR, Recruitment, Training, Quality, Technology, Facilities and Security to align on deliverables.
• Develop action plans for underperforming Managers to meet expectations.
• Communicate upward and downward with the client and internal stakeholders.
• Participate in associate and supervisor selection and interviews.

Skills

Leadership

Operations management

KPI tracking

People development

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 Senior Director - Operations is responsible for the daily oversight and leadership of a team Operations Managers charged with achieving client deliverables through high performance teams. The Senior Director’s role is that of coach and leader while holding his or her team accountable to ensure Operations Management and agents meet or exceed the standards set forth by Everise and the client. The Sr. Director also has significant client facing interaction

Job Requirements

• Monitor, track and evaluate Operations’ performance based upon pre-determined Key Performance Indicators (KPI’s) and provide personal ongoing support and feedback to Managers and Sr. 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, Quality, Technology, Facilities and Security to ensure 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
• Other duties and responsibilities assigned by management of the company

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.