Job Description

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.

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.