3.0 - 10.0 years

0 Lacs

mysore, karnataka

On-site

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.,

Posted 2 days ago

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Operation Manager MLR unifyCX

3.0 - 10.0 years

0 Lacs

karnataka

On-site

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.,

Posted 3 days ago

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Operation Manager MLR GlowTouch Technologies

3.0 - 10.0 years

0 Lacs

karnataka

On-site

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.,

Posted 4 days ago

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