Role Overview
UnifyCX is hiring a mid-level Operations Manager - International Voice and Chat Process. This is a full-time role in IN. Full responsibilities, required qualifications, and the apply link are listed in the description below.
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Job Description
As an Operations Manager at UnifyCX, you will be responsible for overseeing the end-to-end delivery of B2C Customer Support operations across voice and chat channels. Your role will involve ensuring the achievement of business KPIs, operational excellence, customer experience enhancement, people development, and compliance. You will also manage Team Leads and support functions such as Quality and Training.
Key Responsibilities:
- Manage day-to-day operations for B2C Customer support processes (Voice & Chat).
- Own and deliver key KPIs including CSAT, FCR, Quality, AHT, Productivity, and Service-to-Sales.
- Ensure adherence to SLAs, schedules, and workforce plans.
- Lead, mentor, and develop Team Leads and mid-level managers.
- Drive performance management, succession planning, and talent retention.
- Act as the primary point of contact for internal and external stakeholders.
- Participate in business reviews, performance calls, and client calibrations.
- Ensure compliance with quality standards, SOPs, and regulatory requirements.
- Review quality trends, customer feedback, and repeat contact drivers.
- Drive continuous improvement initiatives to enhance efficiency and customer experience.
- Manage budgets, cost controls, and resource optimization.
- Support hiring plans, ramp-ups, and capacity management.
Qualifications & Experience:
- Graduate / Postgraduate preferred
- 8-12 years of overall BPO / Contact Center experience
- 3-5 years in an Operations Manager or equivalent leadership role
- Strong experience managing B2C Telecom / ISP technical support
- Proven track record of delivering KPIs across voice & chat channels
- Strong people leadership, stakeholder management, and analytical skills
- Flexible to work shifts and support business needs
UnifyCX is a transformative AI platform that focuses on delivering efficient and exceptional customer experiences through a blend of strategy, omnichannel support, analytics, and AI-driven tools. The company prioritizes measurable results for over 200 client programs with a focus on automation, talent enablement, strategic partnerships, and strict data ethics. UnifyCX is a certified minority-owned business and an EOE employer that values diversity. As an Operations Manager at UnifyCX, you will be responsible for overseeing the end-to-end delivery of B2C Customer Support operations across voice and chat channels. Your role will involve ensuring the achievement of business KPIs, operational excellence, customer experience enhancement, people development, and compliance. You will also manage Team Leads and support functions such as Quality and Training.
Key Responsibilities:
- Manage day-to-day operations for B2C Customer support processes (Voice & Chat).
- Own and deliver key KPIs including CSAT, FCR, Quality, AHT, Productivity, and Service-to-Sales.
- Ensure adherence to SLAs, schedules, and workforce plans.
- Lead, mentor, and develop Team Leads and mid-level managers.
- Drive performance management, succession planning, and talent retention.
- Act as the primary point of contact for internal and external stakeholders.
- Participate in business reviews, performance calls, and client calibrations.
- Ensure compliance with quality standards, SOPs, and regulatory requirements.
- Review quality trends, customer feedback, and repeat contact drivers.
- Drive continuous improvement initiatives to enhance efficiency and customer experience.
- Manage budgets, cost controls, and resource optimization.
- Support hiring plans, ramp-ups, and capacity management.
Qualifications & Experience:
- Graduate / Postgraduate preferred
- 8-12 years of overall BPO / Contact Center experience
- 3-5 years in an Operations Manager or equivalent leadership role
- Strong experience managing B2C Telecom / ISP technical support
- Proven track record of delivering KPIs across voice & chat channels
- Strong people leadership, stakeholder management, and analytical skills
- Flexible to work shifts and support business needs
UnifyCX is a transformative AI platform that focuses on delivering efficient and exceptional customer experiences through a blend of strategy, omnichannel support, analytics, and AI-driven tools. The company prioritizes measurable results for over 200 client programs with a focus on automation, talent enablement, strategic partnerships, and strict data ethics. UnifyCX is a certified minority-owned business and an EOE employer that values diversity.
Frequently Asked Questions
How do I apply for the Operations Manager - International Voice and Chat Process position at UnifyCX?
Use the Apply button above to submit your application directly to UnifyCX. Most applications take less than 5 minutes if your resume and contact details are ready, and you'll be routed to the employer's official application system to finish.
Where is the Operations Manager - International Voice and Chat Process position at UnifyCX located?
This position is based in IN. UnifyCX has not indicated remote or hybrid options for this role, so candidates should plan for on-site work.
What does a Operations Manager - International Voice and Chat Process at UnifyCX earn?
UnifyCX has not disclosed a salary range in this posting. Many employers share specifics later in the interview process; you can also ask during a recruiter screen if compensation transparency is important to you.
When was the Operations Manager - International Voice and Chat Process role at UnifyCX posted?
This role was posted on April 18, 2026 (62 days ago). It's still listed as actively hiring; we re-confirm openings against the source system multiple times per day and remove closed roles.
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