Director - Operations

Everise · IT Services & Consulting

Mohali
On-site
Posted today
Operations & Supply Chain

About the job

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 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 skills

Must have managerial, operational and administrative experience

Integrity and drive

Entrepreneurial mindset

Strong ability to multitask

Bachelors/Post Graduate Degree

Experience: 14 – 15 years of Experience from a call center environment

Minimum of 2 years’ senior leadership experience preferably 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.

Apply on Everise