Operation Manager

As an Operations Manager for voice-based BPO operations at unifyCX, you will play a crucial role in leading and managing the operations to ensure efficiency, client satisfaction, and team performance. Your responsibilities will include overseeing process delivery, driving key operational metrics, managing team leaders, trainers, and quality analysts, implementing process improvements, collaborating with clients, ensuring compliance, optimizing capacity utilization, controlling operational costs, and developing team members for future leadership roles. Key Responsibilities: - Oversee end-to-end delivery of voice process operations across multiple teams or projects. - Drive performance against key operational metrics such as AHT, FCR, CSAT, Quality, and SLA adherence. - Manage Team Leaders, Trainers, and Quality Analysts to maintain consistent performance and service levels. - Identify and implement process improvements to enhance productivity and customer experience. - Collaborate with clients to understand expectations, handle escalations, and present performance reviews. - Ensure compliance with internal policies, client requirements, and data security standards. - Manage staffing, roster planning, and shrinkage to optimize capacity utilization. - Monitor and control operational costs, report variance, and drive cost efficiencies. - Mentor and develop high-potential team members for future leadership roles. Qualifications Required: - 10+ years of experience in BPO operations, with at least 3 years in a managerial capacity handling voice process. - Strong understanding of contact center metrics, reporting tools, and workforce management. - Proven ability to manage cross-functional teams and large-scale voice operations. - Excellent communication, stakeholder management, and client-facing skills. - Proficiency in Excel, PowerPoint, and reporting/analytics tools. - Experience in managing international voice processes (US/UK/AUS). - Knowledge of quality frameworks such as COPC, Six Sigma, Lean (preferred). - Hands-on experience with CRM systems, dialers, and workforce optimization tools. - MBA or relevant post-graduate degree in operations or business management (desirable). This role at unifyCX offers you the opportunity to lead operations in a dynamic and innovative BPO environment, working with advanced AI technologies to enhance customer experience and drive operational efficiency. Join us in our commitment to innovation and global client support.,