Operations Director

4 hours ago

Taguig, Philippines Everise Full time

Everise Taguig, National Capital Region, Philippines

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 Best Place to Work awards reflect 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 to ensure performance delivery.

Job Requirements
  • Monitor, track and evaluate operations performance based on pre-determined Key Performance Indicators (KPIs) and provide ongoing support and feedback to Managers to ensure all client deliverables are met and Everise standards are adhered.
  • Be a regular presence on the production floor and actively interact with Managers, supervisors and associates to ensure 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 local expectations are clear and deliverables are met.
  • Coordinate with Functional Heads to ensure 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 attention to detail.
Qualifications
  • 8 – 10 years of experience in a call center/BPO environment, with at least 2 years as an Operations Director.
  • Strong background in managing healthcare programs within BPO/call center operations.
  • Proven ability to perform effectively under high pressure.
  • Quick thinker with strong decision-making skills.
  • Excellent interpersonal and communication abilities.

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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 recognized by our employees and the industry. Our 4.6/5 rating on Glassdoor and our Best Place to Work awards reflect our investment in our culture. 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

Seniority level
  • Director
Employment type
  • Full-time
Job function
  • Other
  • Customer Service
  • Management
Industries
  • Outsourcing and Offshoring Consulting

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