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