Operation Manager MLR

As an Operations Manager at unifyCX, you will be responsible for leading and managing voice-based BPO operations. Your primary focus will be on ensuring the efficient delivery of services, driving team performance, and maintaining client satisfaction. This role requires strategic planning, team leadership, and a commitment to continuous improvement aligned with organizational objectives. Your key responsibilities will include overseeing the end-to-end delivery of voice process operations, managing key operational metrics such as AHT, FCR, CSAT, Quality, and SLA adherence, as well as leading Team Leaders, Trainers, and Quality Analysts to ensure consistent performance. You will be expected to identify and implement process improvements, collaborate with clients to understand expectations, and ensure compliance with internal policies and data security standards. To excel in this role, you should have at least 10 years of experience in BPO operations, with a minimum of 3 years in a managerial capacity handling voice processes. A strong understanding of contact center metrics, workforce management, and proficiency in tools like Excel, PowerPoint, and reporting/analytics software are essential. Experience in managing international voice processes and knowledge of quality frameworks such as COPC, Six Sigma, or Lean will be advantageous. Your ability to manage cross-functional teams, communicate effectively with stakeholders and clients, and optimize operational costs will be crucial to your success. Additionally, mentoring and developing high-potential team members for future leadership roles will be an integral part of your responsibilities. If you are a results-driven professional with a passion for operational excellence, client satisfaction, and team development, we invite you to join unifyCX as our Operations Manager for voice process operations in Mangalore.,