Senior Manager - Operations GlowTouch Technologies

8.0 - 12.0 years

0 Lacs

karnataka

On-site

As a Senior Manager of Operations at unifyCX in Mangalore, you will play a pivotal role in overseeing customer service and technical support operations. Your primary responsibilities will include leading end-to-end operations for tech support and customer service, ensuring service levels across all support channels meet defined SLA targets, and driving initiatives to enhance customer satisfaction metrics such as CSAT, FCR, and AHT. Your role will involve implementing and optimizing SOPs, workflows, and escalation protocols to ensure efficient resolution of customer queries. Additionally, you will collaborate with cross-functional teams to gather insights from customer interactions and drive product/service improvements. Using data analysis and dashboards, you will identify trends and develop action plans to address any gaps or inefficiencies in the support operations. As the Senior Manager, you will lead, mentor, and develop a high-performing team of team leads, supervisors, and support agents. Working closely with Workforce Management and Quality Assurance teams, you will ensure resource alignment, forecasting, and process adherence. Furthermore, you will oversee the onboarding and continuous training of team members to maintain consistent service quality and technical competence. To be successful in this role, you should possess a Bachelor's degree in Business, Technology, or a related field, with an MBA or equivalent preferred. You should have at least 8 years of experience in customer service or technical support operations, including a minimum of 3 years in a leadership role. Strong knowledge of SLA management, CSAT measurement, and experience with CRM/helpdesk platforms and support analytics tools are essential. Your proven track record in driving operational KPIs and improving customer experience in tech-driven environments, coupled with excellent leadership, communication, and stakeholder management skills, will be beneficial. Key competencies for this role include SLA and CSAT ownership, team leadership and development, customer-centric thinking, process optimization and automation, data-driven decision-making, multi-channel support management, crisis and escalation handling, as well as cross-functional collaboration. If you are a results-oriented professional with a passion for operational excellence and customer satisfaction, we invite you to join our dynamic team at unifyCX and contribute to our mission of delivering exceptional customer experiences through innovative solutions and advanced technologies.,

Posted 2 days ago

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Senior Manager - Operations UnifyCX

8.0 - 12.0 years

0 Lacs

karnataka

On-site

As a Senior Manager Operations at unifyCX, you will play a crucial role in leading our customer service and technical support functions to ensure seamless service delivery, adherence to SLAs, and high levels of customer satisfaction. Your responsibilities will include overseeing end-to-end operations for tech support and customer service, monitoring service levels across all support channels, driving initiatives to improve key support metrics, implementing and optimizing SOPs and workflows, and collaborating with cross-functional teams to drive product/service improvements. You will be responsible for using data and dashboards to analyze performance, identifying trends, and developing action plans to address any gaps or inefficiencies. Additionally, you will lead, mentor, and grow a high-performing team of team leads, supervisors, and support agents, ensuring consistent service quality and technical competence. Partnering with WFM and Quality Assurance teams, you will ensure resource alignment, forecasting, and process adherence, as well as manage external support vendors or BPOs to meet performance, compliance, and quality standards. To qualify for this role, you should have a Bachelor's degree in Business, Technology, or a related field (MBA or equivalent preferred) along with 8+ years of experience in customer service or technical support operations, including at least 3 years in a leadership role. Strong understanding of SLA management, CSAT measurement, and customer lifecycle strategies is required, as well as experience with CRM/helpdesk platforms and support analytics tools. Your proven track record of driving operational KPIs and improving customer experience in tech-driven environments, coupled with excellent leadership, communication, and stakeholder management skills, will be essential for success in this role. Key competencies for this position include SLA and CSAT ownership, team leadership and development, customer-centric thinking, process optimization and automation, data-driven decision making, multi-channel support management, crisis and escalation handling, and cross-functional collaboration. If you are a results-oriented professional with a passion for delivering exceptional customer experiences and driving operational efficiency, we invite you to join our dynamic team at unifyCX and make a positive impact in the world of global business process outsourcing.,

Posted 2 days ago

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