Senior Manager - Operations GlowTouch Technologies

8.0 - 12.0 years

0 Lacs

karnataka

On-site

As a Senior Manager of Operations at unifyCX in Mangalore, you will play a pivotal role in overseeing customer service and technical support operations. Your primary responsibilities will include leading end-to-end operations for tech support and customer service, ensuring service levels across all support channels meet defined SLA targets, and driving initiatives to enhance customer satisfaction metrics such as CSAT, FCR, and AHT. Your role will involve implementing and optimizing SOPs, workflows, and escalation protocols to ensure efficient resolution of customer queries. Additionally, you will collaborate with cross-functional teams to gather insights from customer interactions and drive product/service improvements. Using data analysis and dashboards, you will identify trends and develop action plans to address any gaps or inefficiencies in the support operations. As the Senior Manager, you will lead, mentor, and develop a high-performing team of team leads, supervisors, and support agents. Working closely with Workforce Management and Quality Assurance teams, you will ensure resource alignment, forecasting, and process adherence. Furthermore, you will oversee the onboarding and continuous training of team members to maintain consistent service quality and technical competence. To be successful in this role, you should possess a Bachelor's degree in Business, Technology, or a related field, with an MBA or equivalent preferred. You should have at least 8 years of experience in customer service or technical support operations, including a minimum of 3 years in a leadership role. Strong knowledge of SLA management, CSAT measurement, and experience with CRM/helpdesk platforms and support analytics tools are essential. Your proven track record in driving operational KPIs and improving customer experience in tech-driven environments, coupled with excellent leadership, communication, and stakeholder management skills, will be beneficial. Key competencies for this role include SLA and CSAT ownership, team leadership and development, customer-centric thinking, process optimization and automation, data-driven decision-making, multi-channel support management, crisis and escalation handling, as well as cross-functional collaboration. If you are a results-oriented professional with a passion for operational excellence and customer satisfaction, we invite you to join our dynamic team at unifyCX and contribute to our mission of delivering exceptional customer experiences through innovative solutions and advanced technologies.,

Posted 2 days ago

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