About this role
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 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 a coach while holding his or her team accountable to ensure that agents meet or exceed the standards set forth by Everise and the client.
Job Description: Operational Performance Management
• Own end-to-end delivery of business KPIs and client SLAs. • Drive improvements in productivity, service levels, quality, conversion, customer experience, and efficiency. • Lead performance reviews and action planning across multiple operations teams. Leadership of Operations Managers
• Directly manage Operations Managers and indirectly lead Team Leaders and frontline associates. • Provide coaching, performance management, and leadership development. • Build a strong succession pipeline for future leadership roles. Workforce & Capacity Management
• Partner closely with WFM, RTA, and Scheduling teams. • Ensure staffing levels align with forecasted demand and client commitments. • Monitor capacity utilization, shrinkage, overtime, and productivity. Client Partnership & Escalation Management
• Act as a key operational contact for client stakeholders. • Lead business reviews, operational updates, and escalation resolution. • Ensure client expectations are met or exceeded consistently. Financial Stewardship
• Manage labor budgets and operational costs. • Drive productivity and efficiency initiatives while maintaining quality. • Support profitability targets through effective resource management. Employee Engagement & Retention
• Drive engagement, retention, and culture initiatives. • Ensure a positive employee experience and high leadership visibility. • Address attrition, attendance, and performance risks proactively. Quality, Compliance & Risk Management
• Ensure adherence to client, regulatory, and company requirements. • Oversee quality programs, audit preparedness, data privacy, and information security compliance. • Mitigate operational risks and implement corrective actions. Continuous Improvement
• Lead process improvement initiatives. • Utilize operational data and analytics to identify performance opportunities. • Drive efficiency, automation, and best-practice adoption across teams.
Qualifications: BPO Leadership Experience
• Bachelor's degree in Business, Management, Communications, or a related field. • 8–12 years of BPO experience, including 3–5 years in a senior leadership capacity managing Operations Managers within a healthcare account or healthcare operations environment. • Proven experience handling large-scale contact center operations. Strong Operations Management Expertise Demonstrated success in managing:
• Service Level (SL) • Productivity and Utilization • Quality Assurance • Customer Experience (CSAT/NPS) • Workforce Management • Attrition and Absenteeism • Operational Risk Management Leadership and People Development
• Proven ability to lead multiple teams through Operations Managers. • Experience building leadership pipelines and succession plans. • Strong coaching, mentoring, and performance management capabilities. Client Management Skills
• Experience engaging with client stakeholders. • Ability to lead operational reviews and business discussions. • Strong escalation management and problem-solving skills. • Track record of maintaining high client satisfaction. Business and Financial Acumen
• Understanding of staffing economics and workforce planning. • Experience managing labor costs and productivity targets. • Ability to interpret operational and financial reports. • Strong decision-making based on business metrics and trends. Data-Driven & Analytical Mindset
• Advanced Excel and reporting skills. • Ability to analyze dashboards, trends, and operational performance data. • Comfortable translating data into action plans that improve business outcomes. Continuous Improvement Capability
• Experience driving process improvement initiatives. • Knowledge of Lean, Six Sigma, Root Cause Analysis, or operational excellence frameworks is highly preferred. • Proven ability to improve efficiency and performance sustainably. Compliance & Governance Knowledge
• Strong understanding of client requirements, audit readiness, and operational controls. • Experience managing compliance, information security, and quality standards. • Particularly important for healthcare, financial services, and regulated industries
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If you’ve got the skills to succeed and the motivation to make it happen, we look forward to hearing from you.