3.0 - 8.0 years

0 Lacs

karnataka

On-site

As a Senior Manager Operations at unifyCX, you will play a vital role in leading the customer service and technical support functions. Your responsibilities will include: - Leading end-to-end operations for tech support and customer service to ensure alignment with business objectives. - Monitoring and managing service levels across all support channels (chat, email, phone, ticketing) to meet or exceed defined SLA targets. - Driving initiatives to improve CSAT, FCR (First Contact Resolution), AHT (Average Handle Time), and other key support metrics. - Implementing and optimizing SOPs, workflows, and escalation protocols for efficient resolution of customer queries. - Collaborating with cross...

Posted 3 weeks ago

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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 ...

Posted 1 month ago

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