The Director - Operations is responsible for the daily oversight of the Operations to achieve Client deliverables through high-performance teams. The Directors 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 Operations performance based on pre determined Key Performance Indicators (KPIs) 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
- Robust 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