Operations Manager (Healthcare)

Everise Philippines Ltd.; Molino; On-site; PHP 893,000 - 1,339,000; Full time

Job summary

Everise Philippines Ltd. is seeking a Manager - Operations to oversee a team of supervisors delivering client outcomes. You will coach teams, ensure adherence to Everise standards, and actively engage with the client to drive performance.

You will interact with HR, Talent Acquisition, Marketing, and IT, and participate in hiring decisions while implementing incentive programs and process improvements. A leadership background in call centers is highly valued.

Qualifications

• Bachelor's degree in related field; five years leadership experience preferred in call center or equivalent.
• Proficiency with Windows programs: Word, Excel, PowerPoint, Outlook.
• Excellent oral and written communication skills; strong organizational and interpersonal abilities.

Responsibilities

• Oversee and coach supervisors to meet client deliverables and Everise standards.
• Maintain regular presence on production floor and engage with teams.
• Develop written action plans to address underperformance.
• Coordinate up- and down-stream communications with client and internal teams.
• Interact with HR, Talent Acquisition, Marketing, IT as needed.
• Participate in supervisor selection and interviewing processes.
• Support documentation and separation of employment when required.
• Lead incentives programs and drive process improvements.

Skills

Windows productivity tools

Oral and written communication

Organizational skills

Interpersonal skills

Schedule flexibility

Analytical problems solving

Multitasking

Fast-paced environment adaptation

Attendance reliability

Education

Bachelor's degree in related field

Leadership experience (5+ years)

Tools

Microsoft Word

Microsoft Excel

PowerPoint

Outlook

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 Manager - Operations is responsible for the daily oversight and management of a team of supervisors charged with achieving client deliverables through high performance teams of customer care representatives. The Manager's role is that of coach while holding his or her team accountable to ensure that agents meet or exceed the standards set forth by Everise and the client. The Manager also has significant client facing interaction.

Job Requirements

• Monitor, track and evaluate supervisor performance based upon pre-determined Key Performance Indicators (KPI's) 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 supervisors and associates meet client expectations through the creation and implementation of written action plans
• Responsible for upward and downward communication both internally and as required to the client
• Interact as needed with other functional areas including Human Resources, Talent Acquisition, Marketing and Information Technology
• Participate in associate and supervisor selection and interviewing process
• Responsible for documentation and separation of employment
• Interact with clients demonstrating engaged leadership and detail orientation
• Responsible for creation and implementation of incentive programs
• Constantly drive process improvement and implement new processes

Qualifications

• Bachelor's degree in related field from a four-year college or university or five years leadership experience preferably in a call center environment or equivalent combination of education and experience
• Proficiency with various Windows programs, including Microsoft Word, Excel, PowerPoint and Outlook
• 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

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. Learn more at www.weareeverise.com.