Operation Manager MLR

As an Operations Manager in the Voice Process at unifyCX, you will play a crucial role in leading and managing BPO operations to ensure efficient service delivery and client satisfaction. **Key Responsibilities:** - Oversee the 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, reporting variances, and driving 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 processes. - 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 is preferred. - Hands-on experience with CRM systems, dialers, and workforce optimization tools. - MBA or relevant post-graduate degree in operations or business management is desirable. **About unifyCX:** unifyCX is an emerging Global Business Process Outsourcing company with a strong presence in multiple countries. The company leverages advanced AI technologies to enhance customer experience and operational efficiency for clients worldwide. As a certified minority-owned business and an EOE employer, unifyCX values diversity in its workforce.,