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Ciudad de Guatemala, Departamento de Guatemala, Guatemala
Onsite
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 Senior 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 associates and supervisors meet client expectations through the creation and implementation of written action plans
• Resolve customer escalations
• Responsible for upward and downward communication both internally and as required to the client
• Interact as needed with other functional areas including HR, recruitment, marketing and Information Technology
• Participate in associate and supervisor selection and interviewing process
• Interact with clients demonstrating engaged leadership and detail orientation
• Other duties and responsibilities assigned by management of the company
Qualifications:
• A minimum of five years operations leadership experience preferably in a call center environment
• High school diploma or GED required; college degree preferred
• Proficiency in working in a Windows-based computer environment
• Proficiency in Microsoft Office applications, especially MS Word and Excel
• 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
If you’ve got the skills to succeed and the motivation to make it happen, we look forward to hearing from you.