Global Operations Leader - People-First

Everise; Stati Uniti; Remoto; USD 85.000 - 120.000; Tempo pieno

Descrizione del lavoro

Everise is seeking a Manager - Operations to oversee a team of supervisors delivering client outcomes through high-performing customer care reps. The role functions as a coach, ensuring adherence to Everise and client standards while maintaining accountability on the floor.

You will collaborate with HR, Talent Acquisition, Marketing and IT, participate in supervisor selection, and drive new process improvements to optimize efficiency and quality of service.

Competenze

• 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 Windows programs including 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.

Mansioni

• Monitor, track and evaluate supervisor performance based upon KPI’s and provide ongoing support and feedback to supervisors to ensure client deliverables are met and Everise standards are adhered to.
• Be a regular presence on the production floor and interact with supervisors and associates to ensure engagement in productive work and systems are functioning properly.
• Ensure underperforming supervisors and associates meet client expectations through written action plans.
• Responsible for upward and downward communication both internally and as required to the client.
• Interact with other functional areas including HR, Talent Acquisition, Marketing and IT as needed.
• 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.

Conoscenze

Communication skills

Organizational skills

Multitasking

Analytical skills

Fast-paced environment

Problem-solving

Schedule flexibility

Formazione

Bachelor’s degree in related field

Strumenti

Microsoft Word

Microsoft Excel

PowerPoint

Outlook

Descrizione del lavoro

Everise is seeking a Manager - Operations to oversee a team of supervisors delivering client outcomes through high-performing customer care reps. The role functions as a coach, ensuring adherence to Everise and client standards while maintaining accountability on the floor.

You will collaborate with HR, Talent Acquisition, Marketing and IT, participate in supervisor selection, and drive new process improvements to optimize efficiency and quality of service.