Operations Manager

7 days ago

Nanjangud India GlowTouch Technologies Full time

Job Description Job Title: Operations Manager Customer Support Location: Mangalore Job Type: Full-time Shift: Rotational About Us UnifyCX is a rapidly growing global Business Process Outsourcing company with operations in the U.S., Colombia, Dominican Republic, India, Jamaica, Honduras, and the Philippines. We deliver tailored contact center, business processing, and technology outsourcing solutions to clients worldwide. Our leadership combines a legacy of successful IPOs with expertise in AI-driven customer experience (CX) solutions, blending innovation and human connection to empower small and medium-sized businesses. Job Overview The Operations Manager will oversee day-to-day customer support operations, ensuring service delivery meets the highest quality standards. This role involves managing team performance, streamlining processes, implementing best practices, and driving continuous improvement to enhance customer satisfaction and operational efficiency. Key Responsibilities - Operational Leadership - Lead, mentor, and manage customer support teams (chat & ticket support) to meet or exceed SLA targets. - Monitor workload distribution and ensure adequate staffing across shifts. - Oversee escalation processes and ensure timely resolution of complex customer issues. - Performance & Quality Management - Set and track KPIs for productivity, quality, and customer satisfaction. - Conduct regular performance reviews, coaching, and feedback sessions. - Ensure strict adherence to quality standards, processes, and compliance requirements. - Process & Workflow Optimization - Identify gaps in workflows and implement solutions for process improvement. - Coordinate with cross-functional teams (Product, Training, Quality) to streamline operations. - Implement automation tools and reporting dashboards to enhance efficiency. - Customer Experience & Escalation Handling - Drive first-contact resolution and customer satisfaction initiatives. - Handle priority customer escalations with professionalism and urgency. - Collect and analyze customer feedback to influence product and service enhancements. - Reporting & Analytics - Prepare and present operational reports to senior management. - Track trends in recurring issues, workload spikes, and team performance metrics. - Provide actionable insights to improve both operational efficiency and CX. Core Requirements - Experience: Minimum 57 years in customer support operations, with at least 23 years in a managerial role (preferably in a BPO/SaaS environment). - Leadership Skills: Proven ability to lead, motivate, and manage large, diverse teams in a fast-paced setting. - Communication: Strong verbal and written English communication skills, with the ability to present to senior stakeholders. - Technical Proficiency: Understanding of SaaS products, ticketing systems, and customer support tools. - Analytical Ability: Strong data interpretation skills to drive performance improvements. - Adaptability: Ability to work under pressure, manage multiple priorities, and adapt quickly to changing business needs. Desired Skills - Experience managing hybrid support channels (chat & ticket). - Knowledge of VPNs, antivirus software, and desktop engineering basics. - Familiarity with ITIL processes and incident management workflows. - Proficiency in tools like Zendesk, Freshdesk, or similar platforms. - Willingness to work rotational shifts in a 24/7 environment.

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