Operations Manager

As an Operations Manager in Customer Support at UnifyCX, you will play a crucial role in overseeing day-to-day operations to ensure the highest quality service delivery to customers. Your responsibilities will include: - **Operational Leadership** - Lead, mentor, and manage customer support teams (chat & ticket support) to meet or exceed SLA targets. - Monitor workload distribution and ensure adequate staffing across shifts. - Oversee escalation processes and ensure timely resolution of complex customer issues. - **Performance & Quality Management** - Set and track KPIs for productivity, quality, and customer satisfaction. - Conduct regular performance reviews, coaching, and feedback sessions. - Ensure strict adherence to quality standards, processes, and compliance requirements. - **Process & Workflow Optimization** - Identify gaps in workflows and implement solutions for process improvement. - Coordinate with cross-functional teams (Product, Training, Quality) to streamline operations. - Implement automation tools and reporting dashboards to enhance efficiency. - **Customer Experience & Escalation Handling** - Drive first-contact resolution and customer satisfaction initiatives. - Handle priority customer escalations with professionalism and urgency. - Collect and analyze customer feedback to influence product and service enhancements. - **Reporting & Analytics** - Prepare and present operational reports to senior management. - Track trends in recurring issues, workload spikes, and team performance metrics. - Provide actionable insights to improve both operational efficiency and CX. In terms of qualifications, you should have: - Experience: Minimum 5-7 years in customer support operations, with at least 2-3 years in a managerial role (preferably in a BPO/SaaS environment). - Leadership Skills: Proven ability to lead, motivate, and manage large, diverse teams in a fast-paced setting. - Communication: Strong verbal and written English communication skills, with the ability to present to senior stakeholders. - Technical Proficiency: Understanding of SaaS products, ticketing systems, and customer support tools. - Analytical Ability: Strong data interpretation skills to drive performance improvements. - Adaptability: Ability to work under pressure, manage multiple priorities, and adapt quickly to changing business needs. Desired Skills include: - Experience managing hybrid support channels (chat & ticket). - Knowledge of VPNs, antivirus software, and desktop engineering basics. - Familiarity with ITIL processes and incident management workflows. - Proficiency in tools like Zendesk, Freshdesk, or similar platforms. - Willingness to work rotational shifts in a 24/7 environment.,