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Common mid-level operations manager role in a metro location with broad requirements drives high competition.
Managerial skills are transferable, but call-center and client-facing experience increases industry specificity.
Requires managerial leadership experience or degree with call-center preference, creating moderate screening rigor.
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Oversee and manage a team of supervisors responsible for achieving client deliverables through customer care representatives.
Coach supervisors, hold teams accountable to meet or exceed Everise and client standards, and create/implement action plans for underperformers.
Maintain regular client interaction, lead communication between teams and clients, and drive process improvement including incentive program creation.
Bachelor's degree or five years leadership experience preferably in a call center or equivalent education and experience.
Proficient in Microsoft Office programs: Word, Excel, PowerPoint, Outlook.
Experience working in fast-paced environments with multitasking and analytical problem-solving abilities.
Work Experience Required: Leadership experience in a call center environment preferred; overall work experience requirement not explicitly quantified in years.
Experienced in managing and coaching supervisors and frontline customer service teams in client-centric settings.
Skilled at operational oversight, ensuring performance against KPIs, and managing upward/downward communications.
Comfortable with client-facing roles and process improvement initiatives within service delivery environments.