Everise Hiring for Assistant Manager – Operations Job at Remote Full Time

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 4.5/5 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 Assistant Manager – is responsible for the daily oversight and management of a team of supervisors and specialists charged with achieving client deliverables through high-performance teams by utilizing performance goals and providing guidance/development to supervisors and specialists to performance. The assistant manager will Analyze, develop, and present root causes analysis and action plan to the leadership to evolve sales performance. The Assistant Manager’s role is to ensure supervisor compliance with company policies and provide timely reporting.

Job Requirements:

• Monitor, track and evaluate leaders/teams’ performance based upon pre-determined Key Performance Indicators (KPIs) and provide personal ongoing support and feedback to supervisors to ensure all client deliverables are met and Everise standards are adhered to
• Ensure that underperforming supervisors and specialists meet client expectations through the creation and implementation of written action plans
• Implement, monitor, and track all contact center admin processes to support the smooth functioning of operations
• Processes include attendance reports and tracking, timesheet preparation, and disciplinary actions.
• Be responsible for upward and downward communication, ensuring the flow of information from contact center management to production floor leadership.
• Research, prepare and deliver disciplinary documentation to agents.
• Manage multiple administrative projects used to track agent performance
• Escalates to management any work-related issues out of their immediate scope of responsibilities
• Constantly drive process improvement and implement new processes.
• Other duties and responsibilities as assigned by management

Qualifications:

• A minimum of two-year experience in the supervisory role (Required)
• Have an active resident producer license
• Minimum of one season of UHC Sales licensed supervisory experience (Required)
• High school diploma or GED required; 2 years college or more preferred
• Intermediate to Advanced knowledge in working in a Windows-based computer environment
• Intermediate to Advanced proficiency in Microsoft Office applications

o Word
o Excel
o PowerPoint
o Forms
o Teams
o Outlook

• Excellent oral and written communication/presentation skills
• Strong organizational and interpersonal skills
• Schedule flexibility
• Strong attention to details
• Analytical and problem-solving skills

If you’ve got the skills to succeed and the motivation to make it happen, we look forward to hearing from you.