Operation Manager MLR

As an Operations Manager for the voice process at unifyCX, an emerging Global Business Process Outsourcing company, you will play a pivotal role in leading and managing day-to-day operations to ensure client satisfaction and operational efficiency. With a strong focus on strategic planning, team leadership, and continuous improvement, you will drive performance against key operational metrics and collaborate with clients to meet their expectations. Your responsibilities will include overseeing the end-to-end delivery of voice process operations, managing team performance, implementing process improvements, and ensuring compliance with internal policies and data security standards. You will also be responsible for managing staffing, roster planning, and operational costs to optimize capacity utilization and drive cost efficiencies. 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. Your strong understanding of contact center metrics, workforce management, and quality frameworks will be essential. Additionally, your excellent communication skills, proficiency in reporting tools, and experience in managing international voice processes will set you up for success. If you possess a proactive mindset, a collaborative approach, and a passion for delivering exceptional customer experiences, we invite you to join our team at unifyCX and contribute to our mission of elevating the customer experience through advanced AI technologies and operational excellence.,