Job
Description
As a Senior Manager Operations at unifyCX, you will play a vital role in leading the customer service and technical support functions. Your responsibilities will include: - Leading end-to-end operations for tech support and customer service to ensure alignment with business objectives. - Monitoring and managing service levels across all support channels (chat, email, phone, ticketing) to meet or exceed defined SLA targets. - Driving initiatives to improve CSAT, FCR (First Contact Resolution), AHT (Average Handle Time), and other key support metrics. - Implementing and optimizing SOPs, workflows, and escalation protocols for efficient resolution of customer queries. - Collaborating with cross-functional teams (Product, Engineering, QA) to provide insights from customer interactions and drive product/service improvements. - Analyzing performance data and dashboards to identify trends and develop action plans to address gaps or inefficiencies. - Leading, mentoring, and growing a high-performing team of team leads, supervisors, and support agents. - Partnering with WFM (Workforce Management) and Quality Assurance teams to ensure resource alignment, forecasting, and process adherence. - Overseeing onboarding and continuous training of team members to ensure consistent service quality and technical competence. - Managing external support vendors or BPOs (if applicable) to ensure performance, compliance, and quality standards are met. Qualifications required for this role include: - Bachelors degree in Business, Technology, or a related field (MBA or equivalent preferred). - 8+ years of experience in customer service or technical support operations, with 3+ years in a leadership role. - Strong understanding of SLA management, CSAT measurement, and customer lifecycle strategies. - Experience working with CRM/helpdesk platforms (e.g., Zendesk, Salesforce, Freshdesk) and support analytics tools. - Proven track record of driving operational KPIs and improving customer experience in tech-driven environments. - Excellent leadership, communication, and stakeholder management skills. - Analytical mindset with experience in building reports, dashboards, and operational scorecards. Please note that the above requirements are key competencies required for this role.,
