Operation Manager

As an Operations Manager for voice-based BPO operations at unifyCX, your primary responsibility will be to lead and manage the day-to-day process delivery while ensuring client satisfaction and driving operational efficiency. You will oversee multiple teams or projects, manage team performance, and drive performance against key operational metrics such as AHT, FCR, CSAT, Quality, and SLA adherence. Your role will involve strategic planning, team leadership, KPI management, and continuous improvement of operations in alignment with organizational goals. Your key responsibilities will include overseeing end-to-end delivery of voice process operations, managing Team Leaders, Trainers, and Quality Analysts, identifying and implementing process improvements, collaborating with clients, ensuring compliance with policies and standards, managing staffing and roster planning, monitoring operational costs, and mentoring high-potential team members for future leadership roles. 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. You should have a strong understanding of contact center metrics, workforce management, and reporting tools. Excellent communication, stakeholder management, and client-facing skills are essential. Proficiency in Excel, PowerPoint, and reporting/analytics tools is required. Experience in managing international voice processes, knowledge of quality frameworks, and hands-on experience with CRM systems and workforce optimization tools are preferred. An MBA or relevant post-graduate degree in operations or business management would be desirable to succeed in this role.,