Operation Manager

As the Operations Manager for Customer Support at UnifyCX, you will play a crucial role in overseeing the day-to-day operations to ensure top-quality service delivery. Your responsibilities will include managing and mentoring customer support teams, monitoring performance metrics, optimizing processes, and enhancing customer satisfaction levels. You will lead and guide the customer support teams to meet or exceed SLA targets, maintaining optimal workload distribution across shifts. Additionally, you will oversee escalation processes and ensure timely resolution of complex customer issues. Setting and tracking KPIs for productivity, quality, and customer satisfaction will be a key aspect of your role. Conducting regular performance reviews, coaching sessions, and ensuring adherence to quality standards and compliance requirements will also be part of your responsibilities. Identifying gaps in workflows, implementing process improvements, and collaborating with cross-functional teams for operational streamlining will be essential. You will be required to implement automation tools and reporting dashboards to drive efficiency within the operations. In terms of customer experience, you will drive initiatives for first-contact resolution and handle priority escalations with professionalism. Collecting and analyzing customer feedback to influence product and service enhancements will also be a part of your role. Preparing operational reports, tracking trends, and providing actionable insights to senior management for operational efficiency and customer experience improvement will be crucial. Your ability to interpret data and use it to drive performance improvements will be highly valued. To be successful in this role, you should have a minimum of 5-7 years of experience in customer support operations, with at least 2-3 years in a managerial role, preferably in a BPO/SaaS environment. Strong leadership, communication, technical proficiency, analytical ability, and adaptability skills are essential for this position. Desired skills include experience in managing hybrid support channels, knowledge of VPNs, antivirus software, and ITIL processes, as well as proficiency in tools like Zendesk, Freshdesk, or similar platforms. Willingness to work rotational shifts in a 24/7 environment is also a requirement for this role.,