Company Overview: Welcome to Everest, where executive support combines human expertise with advanced technology to alleviate our client’s administrative burden, freeing their time for impactful endeavour’s. Our unique blend of efficiency, scalability, and personalised assistance ensures our clients, but also especially you here with us, reach the peak of your potential. It’s about time!
Introduction: As an Operations Coordinator (OC) at Everest, you will embark on a journey to ensure the core operations of Everest run at the highest levels of excellence. Your role is pivotal in making sure the group of clients you will follow feel satisfied with our service and grow as individuals as we grow the service around them. Your focus is to ensure that your team of Squad Leads, Senior Operators, and Operators are highly performing, driven, trained, and regularly up-skilled to tackle an ever-growing set of challenges clients will present. EA experience with an operational background will be a strong asset for this role.
Responsibilities:
Manage Client Relationships:
- Oversee operational delivery to a book of clients (3 to 5) to ensure that their evolving needs are met.
- Maintain strong communication, clear expectations management, and timely troubleshooting of service-level agreements.
- Address client concerns promptly through your team of Squad Leads and Senior Operators and work proactively to exceed client expectations.
- Ensure time tracking and billing are accurate.
- Report weekly on the health of your accounts and the team members you manage.
- Deep dive into metrics and data with the support of the Data & Analytics team to foresee trends and signals of risk.
Client Onboarding:
- Oversee the successful onboarding of new clients to the team, including documentation and processes.
- Collaborate with the Customer Success team for hands-on support.
Inspire Creativity:
- Identify areas for process improvement and efficiency gains, and scope new processes when needed.
- Be relentlessly curious, creative, and proactive in implementing solutions to critical issues.
- Seek cross-cutting improvements to systems to enhance the team’s performance.
- Report improvements and help the company streamline processes while simplifying operations.
Resource Management:
- Optimize resource allocation, including staff scheduling, to meet client demands and maintain service levels and profitability.
Quality Assurance:
- Implement quality control measures to ensure consistent and exceptional service delivery.
- Conduct regular performance evaluations and provide constructive feedback to team members.
- Shadow and randomly analyse tasks delivered to ensure you are on top of your account’s health.
Conclusion: Embarking on this role as an Operations Coordinator at Everest marks the beginning of a transformative and rewarding journey. Your leadership will be central to keeping both clients and agents happy, which will propel Everest towards new horizons of success. We are excited about the possibility of you joining us in this venture and look forward to witnessing the profound impact you will have on our organisation.
Compensation:
- Salary: $30,000 – $40,000
We are excited about the possibility of you joining us in this venture and look forward to seeing the profound impact you will have on our organisation.