Operations Manager - International Voice and Chat Process

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.