Job Summary: As an Analytics Engineer, you will bridge the gap between data analysis and data engineering. You will be responsible for transforming raw data into clean, reliable data sets, building robust data models, and enabling data analysts and other stakeholders to extract meaningful insights. Your work will directly impact decision-making processes across the organization. Key Responsibilities: ● Design, develop, and maintain scalable data pipelines and ELT processes to transform raw data into usable formats. ● Build and optimize data models for analytical and operational use cases. ● Collaborate with data analysts, data scientists, and other stakeholders to understand data needs and deliver high-quality, reliable data solutions.● Ensure data quality and integrity by implementing best practices for data validation, testing, and documentation.● Develop and maintain data infrastructure and tooling to support analytics workflows. ● Monitor and troubleshoot data pipelines to ensure smooth operation and timely delivery of data. ● Implement and enforce data governance and security measures. Qualifications: ● Bachelor's degree in Computer Science, Engineering, Mathematics, or a related field. A Master's degree is a plus. ● Proven experience as an Analytics Engineer, Data Engineer, or a similar role. ● Strong proficiency in SQL and experience with data modeling and schema design, such as star and snowflake. ● Experience with ELT tools and data pipeline frameworks (e.g., Apache Airflow, dbt, Fivetran).● Proficiency in programming languages such as Python or R. ● Familiarity with cloud data warehousing solutions (e.g., Snowflake, Big Query, Redshift). ● Knowledge of data visualization tools (e.g., Tableau, Looker, Power BI) is a plus. ● Strong problem-solving skills and attention to detail. ● Excellent communication and collaboration skills.

Job Overview: Unify is spearheading innovation in the generative AI space, focusing on enhancing customer experiences (CX) through cutting-edge technology. As we expand our horizons, we're seeking a skilled Senior DevOps Engineer to join our Platform Engineering team. This full-time role is tailor-made for a professional eager to dive deep into the complexities of scaling infrastructure, optimizing processes, and playing a pivotal role in our journey towards revolutionizing the CX domain. If you're passionate about MLOps, DevOps and Systems Engineering, and looking to grow in these areas, you're the talent we're looking for. Essential Duties and Responsibilities: • Design and Scale: Contribute to the design of scalable containerized micro-service architectures that support our generative AI technology, focusing on practical, efficient solutions. • Deploy and Manage: Utilize your expertise in Google Cloud Platform, Kubernetes, and CI/CD to deploy, manage, and scale our systems efficiently. • Automate and Optimize: Develop and maintain CI/CD pipelines using innovative tools like Argo CD and Github Actions, ensuring seamless, reliable, and robust deployment processes. • Monitor and Operate: Create scalable monitoring solutions for all of Engineering to ensure our systems are healthy. Participate in 24x7 On-Call rotation, and lead the charge in testing and debugging applications, maintaining high standards of quality and reliability. • Collaborate and Innovate: Work closely with cross-functional teams, including product managers and engineers, to craft and deliver high-quality, impactful solutions. • Code with Excellence: Write clean, efficient, and maintainable code, outwardly demonstrating best practices and coding standards to the broader Engineering team. Requirements: • Language and Communication: Fluent in English. Experience articulating complicated details in writing and verbally, to a variety of audiences. • Educational Foundation: A Bachelor's degree in Computer Science, Software Engineering, a related field, or equivalent experience. • Proven Experience: 5+ years in DevOps roles with a significant focus on cloud infrastructure. • Cloud Providers: Experience using Google Cloud Platform (GCP) technologies, such as Cloud Storage, Compute Engine, GKE, Pub/Sub, or other relevant GCP offerings. • Programming: Experience using Bash (Shell), Python, or Node.js. • Container Orchestration: Deep knowledge of Docker, and a solid understanding of Kubernetes fundamentals. • CI/CD: Experience using Github Actions, Circle CI, Jenkins, or other similar tools. Understanding of CI/CD processes in SDLC. • Preferred Qualifications: AWS / Azure • Experience with AI / ML Tools • Data workflow management tools like Airflow, Dagster, Etc

Job Title: Inbound Customer Service Agent Location: Mysore Shifts: Rotational Shift including night shifts Employment Type: Full-Time About Us unifyCX ( www.unifycx.com ) is an emerging Global Business Process Outsourcing company with a strong presence in the U.S., Colombia, Dominican Republic, India, Jamaica, Honduras, and the Philippines. We provide personalized contact centres, business processing, and technology outsourcing solutions to clients worldwide. In nearly two decades, unifyCX has grown from a small team to a global organization with staff members all over the world dedicated to supporting our international clientele. At unifyCX, we leverage advanced AI technologies to elevate the customer experience (CX) and drive operational efficiency for our clients. Our commitment to innovation positions us as a trusted partner, enabling businesses across industries to meet the evolving demands of a global market with agility and precision. UnifyCX is a certified minority-owned business and an EOE employer who welcomes diversity. Job Summary We are seeking dedicated and multilingual Inbound Customer Service Agents to join our customer experience team. This role is essential in providing world-class support by addressing customer inquiries, resolving issues, and enhancing the customer journey across various programs. The ideal candidate is fluent in English both written and spoken and has a passion for problem-solving and service excellence. Key Responsibilities Handle inbound calls from card members, providing support on account balances, order status, and payment decline reasons. Capture and document customer complaints in a professional and empathetic manner, ensuring accuracy based on the issuer's protocols. Demonstrate active listening and adapt communication style based on the customer’s tone, cultural context, and emotional state. Manage complex customer issues efficiently, ensuring timely and satisfactory resolution. Maintain effective call control, ensuring smooth transitions and proper call direction. Utilize multiple tools and systems while speaking with customers (multi-tasking), including navigation across multiple screens and accurate data entry. Display verbal clarity, proper grammar, and natural pacing during calls in all three supported languages. Accurately set up or act on cases as needed, following company guidelines and compliance rules. Complete assigned training, demonstrate self-directed learning, and adapt quickly to process or policy changes. Skills Needed Bachelor’s Degrees/Diploma in a relevant field or equivalent experience. Proficient in English (verbal and written) – must meet proficiency scale requirements. Strong customer service skills, demonstrated through interviews and role play evaluations. Ability to learn and comprehend training material in English. Excellent active listening and communication skills. Experience in handling culturally diverse customers and understanding regional expressions, idioms, and expectations. Good PC and internet navigation skills, including browser and system operations. Typing-by-touch proficiency with high accuracy. Prior experience in self-directed training and PC-based learning (preferred). Ability to handle sensitive information and follow background check compliance standards. Problem-solving orientation, with the ability to handle and resolve customer concerns efficiently. Prior experience in a multilingual contact center or customer support environment. Familiarity with financial services, payment systems, or card member services is a plus. Show more Show less

Job Title: Trainer – Voice Process (BPO) Location: Mysore Shifts: Rotational Shift including night shifts Employment Type: Full-Time About Us unifyCX ( www.unifycx.com ) is an emerging Global Business Process Outsourcing company with a strong presence in the U.S., Colombia, Dominican Republic, India, Jamaica, Honduras, and the Philippines. We provide personalized contact centres, business processing, and technology outsourcing solutions to clients worldwide. In nearly two decades, unifyCX has grown from a small team to a global organization with staff members all over the world dedicated to supporting our international clientele. At unifyCX, we leverage advanced AI technologies to elevate the customer experience (CX) and drive operational efficiency for our clients. Our commitment to innovation positions us as a trusted partner, enabling businesses across industries to meet the evolving demands of a global market with agility and precision. UnifyCX is a certified minority-owned business and an EOE employer who welcomes diversity. Job Summary We are looking for a dynamic and experienced Trainer to join our voice process team in the BPO domain. The ideal candidate will be responsible for delivering effective training programs to new hires and existing agents, enhancing communication skills, product/process knowledge, and overall service quality. This role plays a key part in improving customer satisfaction by ensuring agents are well-prepared and confident in handling voice interactions. Key Responsibilities Conduct new hire training (NHT) sessions focused on voice process, communication, product/process knowledge, and soft skills. Design, update, and maintain training content, manuals, and modules. Assess trainee performance through assessments, mock calls, and feedback sessions. Coordinate with operations, QA, and HR teams to identify training needs and plan refreshers/upskilling sessions. Maintain training MIS, attendance, and feedback reports. Conduct floor support/mentoring for new batches during their nesting period. Continuously evaluate the effectiveness of training and implement improvements. Stay updated on client updates, product changes, and quality standards. Skills Needed 4+ years of experience in BPO, with at least 2 years in a trainer/facilitator role (voice process). Excellent communication, presentation, and facilitation skills. Strong knowledge of call center operations and customer service best practices. Proficiency in using MS Office tools (Excel, PowerPoint, Word). Ability to manage time effectively and handle multiple batches or programs. Experience in training for international voice processes (US/UK/AUS). Knowledge of adult learning principles and training methodologies. Certification in Training & Development (e.g., Train-the-Trainer, Dale Carnegie – preferred). Exposure to Learning Management Systems (LMS) or e-learning tools. Show more Show less

Job Title: Senior Manager – Talent Acquisition Location: Mysore Department: People Operations Employment Type: Full-Time About Us unifyCX ( www.unifycx.com ) is an emerging Global Business Process Outsourcing company with a strong presence in the U.S., Colombia, Dominican Republic, India, Jamaica, Honduras, and the Philippines. We provide personalized contact centres, business processing, and technology outsourcing solutions to clients worldwide. In nearly two decades, unifyCX has grown from a small team to a global organization with staff members all over the world dedicated to supporting our international clientele. At unifyCX, we leverage advanced AI technologies to elevate the customer experience (CX) and drive operational efficiency for our clients. Our commitment to innovation positions us as a trusted partner, enabling businesses across industries to meet the evolving demands of a global market with agility and precision. unifyCX is a certified minority-owned business and an EOE employer who welcomes diversity. Job Summary We are seeking an experienced and dynamic Senior Manager – Talent Acquisition to lead end-to-end hiring efforts across volume and leadership roles. The ideal candidate will bring over a decade of strategic recruitment experience, a data-driven mindset, and the ability to collaborate effectively with senior stakeholders. Experience working in the Mysore market will be an added advantage. Key Responsibilities BPO Hiring Expertise: Lead and execute volume and leadership hiring strategies across BPO verticals. Drive high-quality and timely hiring to meet aggressive ramp-up targets. Strategic Talent Acquisition Develop and implement innovative sourcing strategies and talent pipelines. Strengthen employer branding and candidate experience to attract top talent. Continuously optimize recruitment workflows and tools for scalability. Stakeholder Management Partner with business leaders and HRBPs to understand hiring needs and workforce planning. Provide consultative support, market insights, and talent forecasting. Data-Driven Approach Use recruitment metrics and dashboards to measure performance and guide decisions. Provide data-backed hiring insights and regular reporting to leadership. Preferred Regional Experience Prior experience in hiring within the Mysore market is highly desirable. Understanding of the regional talent landscape and sourcing channels will be a strong plus. Skills Needed Bachelor’s degree in human resources, Business Administration, Finance, or related field; master’s degree preferred. Minimum 10 years of experience in Talent Acquisition, preferably in a BPO/Shared Services setup. Proven track record in managing high-volume recruitment and leadership hiring. Strong understanding of recruitment analytics, employer branding, and sourcing best practices. Excellent communication, negotiation, and stakeholder management skills. Proficient in using ATS and recruitment technology platforms. Show more Show less

Job Title: Quality Analyst – Voice Process (BPO) Location: Mysore Job Type: Full-time Experience: 2–5 years in a similar role in voice-based BPO operations Job Summary We are seeking a detail-oriented and analytical Quality Analyst to join our BPO team, focusing on voice process operations. The ideal candidate will be responsible for monitoring, evaluating, and improving the quality of calls handled by our agents to ensure customer satisfaction, adherence to process standards, and compliance with company policies. Key Responsibilities Monitor and evaluate inbound and outbound voice calls to assess agent performance against quality standards. Provide constructive feedback and coaching to agents to improve call quality and customer interactions. Analyze quality trends and identify process gaps or training needs. Maintain and update call quality scorecards and audit reports. Collaborate with the training team to design refresher sessions or process improvements. Ensure compliance with internal quality standards and external regulations (as applicable). Participate in calibration sessions with clients and internal stakeholders to align quality expectations. Support the implementation of quality improvement initiatives. Required Skills And Qualifications Proven experience (2+ years) as a Quality Analyst in a voice-based BPO environment. Excellent communication and listening skills. Strong knowledge of call center metrics and KPIs. Familiarity with QA tools and call monitoring software. Ability to provide constructive feedback in a professional and impactful manner. Analytical mindset with attention to detail. Ability to work in a fast-paced, high-volume environment. Proficiency in MS Excel and reporting. Preferred Qualifications Experience in international voice process Experience with CRM and ticketing systems. Show more Show less

Job Title: WFM Real-Time Analyst – Voice Process (BPO) Location: Mysore Shifts: Rotational Shift including night shifts Employment Type: Full-Time About Us unifyCX ( www.unifycx.com ) is an emerging Global Business Process Outsourcing company with a strong presence in the U.S., Colombia, Dominican Republic, India, Jamaica, Honduras, and the Philippines. We provide personalized contact centres, business processing, and technology outsourcing solutions to clients worldwide. In nearly two decades, unifyCX has grown from a small team to a global organization with staff members all over the world dedicated to supporting our international clientele. At unifyCX, we leverage advanced AI technologies to elevate the customer experience (CX) and drive operational efficiency for our clients. Our commitment to innovation positions us as a trusted partner, enabling businesses across industries to meet the evolving demands of a global market with agility and precision. UnifyCX is a certified minority-owned business and an EOE employer who welcomes diversity. Job Summary We are seeking a proactive and detail-oriented Real-Time Analyst to join our Workforce Management team. The RTA will be responsible for real-time monitoring of service levels and site performance to ensure optimal handling of incoming contacts and adherence to operational goals. Key Responsibilities The RTA will be responsible for real time monitoring of service levels and site performance during the day to ensure effective management of the incoming contacts Communicate and call out changes to incoming contact patterns to operations and the broader WFM team Drive real-time adherence to the expected capacity against the actual performance to achieve service levels and efficiency metric goals Ability to make Real-Time Decisions, problem solving and proactively gather right data from appropriate sources for conducting root cause analysis and act promptly and confidently Alerting frontline agents/Supervisors/when you observe obstacles to achieve business targets Managing Breaks/Meetings/Coaching/Trainings at the right time Build and maintain strong relationships quickly with key stakeholders from all sites to ensure shared objectives are met Effective shrinkage Management Real time coding’s as per operations request (PTO, Sick, Absence etc.) Additionally, the candidate should be an effective communicator capable of independently driving projects and communicating end to end with the internal team as well as the client team Skills Needed 1-2 years of experience in a Real-Time Analyst or WFM support role Bachelor's degree or equivalent experience. Proficiency with WFM tools. Analytical mindset with the ability to make decisions under pressure. Good understanding of contact center KPIs and metrics. Exposure to multi-site or global WFM environments is a plus Strong communication and stakeholder management skills. Show more Show less

Job Title: Team Lead – Voice Process (BPO) Location: Mysore Shifts: Rotational Shift including night shifts Employment Type: Full-Time About Us unifyCX ( www.unifycx.com ) is an emerging Global Business Process Outsourcing company with a strong presence in the U.S., Colombia, Dominican Republic, India, Jamaica, Honduras, and the Philippines. We provide personalized contact centres, business processing, and technology outsourcing solutions to clients worldwide. In nearly two decades, unifyCX has grown from a small team to a global organization with staff members all over the world dedicated to supporting our international clientele. At unifyCX, we leverage advanced AI technologies to elevate the customer experience (CX) and drive operational efficiency for our clients. Our commitment to innovation positions us as a trusted partner, enabling businesses across industries to meet the evolving demands of a global market with agility and precision. UnifyCX is a certified minority-owned business and an EOE employer who welcomes diversity. Job Summary We are looking for a motivated and experienced Team Leader to manage and guide a team of call center agents in our voice-based BPO process. The ideal candidate will drive team performance, ensure adherence to KPIs, and maintain high levels of customer satisfaction. This role involves managing daily operations, coaching agents, handling escalations, and reporting performance metrics to leadership. Key Responsibilities Manage a team of voice process agents, ensuring daily targets and quality metrics are met. Monitor team performance, provide regular feedback, and conduct performance reviews. Handle customer escalations and ensure prompt and effective resolution. Drive operational excellence by improving processes and optimizing call handling time and customer satisfaction. Conduct team huddles, training sessions, and daily briefings. Collaborate with QA, Training, and Workforce Management teams to align goals. Track and report team performance data to management regularly. Foster a positive and energetic team environment focused on growth and development Skills Needed Minimum 5 years of BPO experience, with at least 1 year in a team-leading capacity (voice process mandatory). Strong leadership, communication, and people management skills. Ability to analyze data and drive performance improvements. Experience in handling international/domestic voice processes (specify if needed). Proficient in MS Office tools, especially Excel and PowerPoint. Ability to work under pressure and manage multiple tasks efficiently. Experience in handling inbound/outbound sales or customer service process. Knowledge of CRM tools, call monitoring systems, and dialers. Exposure to quality frameworks like COPC, Six Sigma, etc. (optional but advantageous). Flexibility to work in rotational shifts including weekends and holidays Show more Show less

Job Title: Operations Manager – Voice Process (BPO) Location: Mysore Shifts: Rotational Shift including night shifts Employment Type: Full-Time About Us unifyCX ( www.unifycx.com ) is an emerging Global Business Process Outsourcing company with a strong presence in the U.S., Colombia, Dominican Republic, India, Jamaica, Honduras, and the Philippines. We provide personalized contact centres, business processing, and technology outsourcing solutions to clients worldwide. In nearly two decades, unifyCX has grown from a small team to a global organization with staff members all over the world dedicated to supporting our international clientele. At unifyCX, we leverage advanced AI technologies to elevate the customer experience (CX) and drive operational efficiency for our clients. Our commitment to innovation positions us as a trusted partner, enabling businesses across industries to meet the evolving demands of a global market with agility and precision. UnifyCX is a certified minority-owned business and an EOE employer who welcomes diversity. Job Summary We are seeking a results-driven Operations Manager to lead and manage voice-based BPO operations. The ideal candidate will oversee day-to-day process delivery, manage team performance, drive efficiency, and ensure client satisfaction. This role involves strategic planning, team leadership, KPI management, and continuous improvement of operations in alignment with organizational goals. Key Responsibilities Oversee the end-to-end delivery of voice process operations across multiple teams or projects. Drive performance against key operational metrics: AHT, FCR, CSAT, Quality, and SLA adherence. Manage Team Leaders, Trainers, and Quality Analysts to maintain consistent performance and service levels. Identify and implement process improvements to enhance productivity and customer experience. Collaborate with clients to understand expectations, handle escalations, and present performance reviews. Ensure compliance with all internal policies, client requirements, and data security standards. Manage staffing, roster planning, and shrinkage to optimize capacity utilization. Monitor and control operational costs, reporting variance and driving cost efficiencies. Mentor and develop high-potential team members for future leadership roles. Skills Needed 10+ years of experience in BPO operations, with at least 3 years in a managerial capacity handling voice process. Strong understanding of contact center metrics, reporting tools, and workforce management. Proven ability to manage cross-functional teams and large-scale voice operations. Excellent communication, stakeholder management, and client-facing skills. Proficiency in Excel, PowerPoint, and reporting/analytics tools. Experience in managing international voice processes (US/UK/AUS). Knowledge of quality frameworks (COPC, Six Sigma, Lean – preferred). Hands-on experience with CRM systems, dialers, and workforce optimization tools. MBA or relevant post-graduate degree in operations or business management (desirable). Show more Show less

Job Description: Documentation Process Role: Analyst – Documentation Process Designation: Junior Analyst Work Location: Mangalore Shift: 9 hours per day, with shift changes every month. (Should be open for rotational shifts) About Us unifyCX ( www.unifycx.com ) is an emerging Global Business Process Outsourcing company with a strong presence in the U.S., Colombia, Dominican Republic, India, Jamaica, Honduras, and the Philippines. We provide personalized contact centers, business processing, and technology outsourcing solutions to clients worldwide. In nearly two decades, unifyCX has grown from a small team to a global organization with staff members all over the world dedicated to supporting our international clientele. At unifyCX, we leverage advanced AI technologies to elevate the customer experience (CX) and drive operational efficiency for our clients. Our commitment to innovation positions us as a trusted partner, enabling businesses across industries to meet the evolving demands of a global market with agility and precision. unifyCX is a certified minority-owned business and an EOE employer who welcomes diversity. Role Overview Your job description as a Document Processing CSR is as follows: To provide the best possible customer service for members, attorneys, and associates by processing documents correctly To obtain specific information from legal documents and input it into the computer system To properly complete various forms of paperwork To email documents to attorneys To precisely note member files in the computer system To perform other duties as assigned by Supervisor/Manager when needed To arrive on time and stay for the duration of your scheduled shift To maintain proper records of attendance Report to Supervisor/Manager Qualifications Type at least 35 WPM Must be able to operate a computer and use the internet Be familiar with 10-key Legibly complete paperwork Familiar with Microsoft Office Physical Requirements Must be able to sit for eight hours Must be able to use wrists, hands, and fingers for typing at a computer for eight hours Must be able to see and read a computer screen Why Join Us? Impactful Work: Make a real difference by helping customers solve their technical problems. Innovative Environment: Work with cutting-edge technology and be part of a forward-thinking company. Supportive Team: Join a team that values your contributions and supports your growth. Show more Show less

Hello Connections, 🚀 UnifyCX is hiring! We are looking for a Support Analyst with 3+ years of hands-on professional experience in projections and forecasting, available to join immediately or within one month🚀 o Title of the Position: Support Analyst o Designation: Analyst o Work Location: Mangalore ( Work from office ) o Shifts: (5:30 PM to 2:30 AM/ 6:30 PM to 3:30 AM) Roles & Responsibilities: (What you’ll do) Provide customer support and communications for customers using our proprietary company software, input/update boundaries and RDR. Handle inbound support tickets, and project management for annual reports. Gather data to adjust for new trends or changes requested by the customer and assist clients in understanding and accessing the product, and answer questions related to prepared forecasts. ü Consistently providing feedback for process improvement ü Gather and enter research data into company software systems and/or into company provided data tables. ü Account for possible project challenges on constraints including risks, time, resources, and scope. ü Participates in the requirements gathering process and assist with school attendance boundary modification. ü Work closely with project management teams to successfully monitor the progress of initiatives. ü Conduct Residential Development research. ü Stay current on all key support topics, including product knowledge and required technical and customer support skills. ü Collaborate with peers and colleagues to best serve the needs of customers. ü Document and track cases using CRM tool. ü Meet and exceed all expectations and established benchmarks. ü All other duties as assigned. ✅ Qualifications include: ü 2+ years of work experience in the Technical Support/Project Management field. ü Experience in web-based services, technology solutions or training services preferred. ü Proficient in Microsoft Office suite, especially with Excel formulae and Database functions required. ü Strong technical aptitude with the ability to work with data points and draw logical assumptions. ü Strong time management skills with the ability to multi-task, stay organized in a fast-paced environment, and prioritize. ü Strong verbal and written communication skills ü Exemplary customer service and conflict resolution skills ü Ability to successfully multitask and shift work focus when needed ü Ability to maintain a positive attitude and foster a collaborative and unified work environment. ✅ Skills: ü Well versed with excel. ü Has hands on experience working on large sets of customers data ü Excellent written & verbal communication and presentation skills. ü Good understanding of probability & basics of statistics ü Strong data visualization skills ü Strong customer service skills ü Good analytical, troubleshooting and organization skills. 🚀 If you're interested, please share your resume with Rakesh at rakesh.a@unifycx.com Show more Show less

Roles & Responsibilities People management Retention strategies and Employee engagement activities Preparing various dashboards Skilled in handling ER issues and employee grievance Independent in handling of PIPs and closure Exit interviews and retentions Hands on experience in Audit preparation New initiative to the organization Experience working as HR for Voice process Qualification & Certifications Any graduation or post graduation Experience Minimum of 1+ years for Mangalore location Minimum 2 yr experience for Mysore location Shifts Flexible to work in shifts -1:30PM to 10:30PM Skills Excellent written and verbal communication skills in English language. Good Team Player Should be dynamic, self-motivated and disciplined. Excellent interpersonal skills. Ability to take decision under stressful condition. Willing to learn, innovate and achieve the best Strong negotiation and liaison skills Show more Show less

Job Title: Inbound Customer Service Agent Location: Mangalore Shifts: Rotational Shift including night shifts Employment Type: Full-Time About Us unifyCX ( www.unifycx.com ) is an emerging Global Business Process Outsourcing company with a strong presence in the U.S., Colombia, Dominican Republic, India, Jamaica, Honduras, and the Philippines. We provide personalized contact centres, business processing, and technology outsourcing solutions to clients worldwide. In nearly two decades, unifyCX has grown from a small team to a global organization with staff members all over the world dedicated to supporting our international clientele. At unifyCX, we leverage advanced AI technologies to elevate the customer experience (CX) and drive operational efficiency for our clients. Our commitment to innovation positions us as a trusted partner, enabling businesses across industries to meet the evolving demands of a global market with agility and precision. UnifyCX is a certified minority-owned business and an EOE employer who welcomes diversity. Job Summary We are seeking dedicated and multilingual Inbound Customer Service Agents to join our customer experience team. This role is essential in providing world-class support by addressing customer inquiries, resolving issues, and enhancing the customer journey across various programs. The ideal candidate is fluent in English both written and spoken and has a passion for problem-solving and service excellence. Key Responsibilities Handle inbound calls from card members, providing support on account balances, order status, and payment decline reasons. Capture and document customer complaints in a professional and empathetic manner, ensuring accuracy based on the issuer's protocols. Demonstrate active listening and adapt communication style based on the customer’s tone, cultural context, and emotional state. Manage complex customer issues efficiently, ensuring timely and satisfactory resolution. Maintain effective call control, ensuring smooth transitions and proper call direction. Utilize multiple tools and systems while speaking with customers (multi-tasking), including navigation across multiple screens and accurate data entry. Display verbal clarity, proper grammar, and natural pacing during calls in all three supported languages. Accurately set up or act on cases as needed, following company guidelines and compliance rules. Complete assigned training, demonstrate self-directed learning, and adapt quickly to process or policy changes. Skills Needed Bachelor’s Degrees/Diploma in a relevant field or equivalent experience. Proficient in English (verbal and written) – must meet proficiency scale requirements. Strong customer service skills, demonstrated through interviews and role play evaluations. Ability to learn and comprehend training material in English. Excellent active listening and communication skills. Experience in handling culturally diverse customers and understanding regional expressions, idioms, and expectations. Good PC and internet navigation skills, including browser and system operations. Typing-by-touch proficiency with high accuracy. Prior experience in self-directed training and PC-based learning (preferred). Ability to handle sensitive information and follow background check compliance standards. Problem-solving orientation, with the ability to handle and resolve customer concerns efficiently. Prior experience in a multilingual contact center or customer support environment. Familiarity with financial services, payment systems, or card member services is a plus.

Looking for Team Lead - Operations with minimum 3 years experience in customer service (Voice Based). Notice Period - Immediate joiner or max 30 Days

Company Description UnifyCX is a next-generation customer experience platform that blends human expertise with cutting-edge AI technology. Formed through GlowTouch’s strategic acquisition of Collective Solution, UnifyCX offers advanced tools to enhance each stage of the customer journey. With a global presence and strong emphasis on innovation, UnifyCX is committed to delivering exceptional customer service. As a certified NMSDC Minority Business Enterprise (MBE), we pride ourselves on our diverse workforce. For more information, visit www.unifycx.com or contact us at info@unifycx.com. Role Description This is a full-time Voice Customer Service Agent role, on-site in Mysore. The Voice Customer Service Agent will be responsible for handling customer inquiries via phone, addressing customer concerns, and providing solutions to enhance customer satisfaction. Day-to-day tasks include answering calls, troubleshooting issues, documenting interactions, and ensuring a high level of customer support and experience. Qualifications Customer Service, Customer Support, and Customer Satisfaction skills Experience with Customer Experience and Customer Service Representatives Excellent communication and interpersonal skills Ability to work effectively in a team environment Problem-solving skills and attention to detail Previous experience in a customer service role is preferred Proficiency in using customer service software and tools

Job Title: Trainer – Voice Process (BPO) Location: Mysore Shifts: Rotational Shift including night shifts Employment Type: Full-Time About Us unifyCX ( www.unifycx.com ) is an emerging Global Business Process Outsourcing company with a strong presence in the U.S., Colombia, Dominican Republic, India, Jamaica, Honduras, and the Philippines. We provide personalized contact centres, business processing, and technology outsourcing solutions to clients worldwide. In nearly two decades, unifyCX has grown from a small team to a global organization with staff members all over the world dedicated to supporting our international clientele. At unifyCX, we leverage advanced AI technologies to elevate the customer experience (CX) and drive operational efficiency for our clients. Our commitment to innovation positions us as a trusted partner, enabling businesses across industries to meet the evolving demands of a global market with agility and precision. UnifyCX is a certified minority-owned business and an EOE employer who welcomes diversity. Job Summary We are looking for a dynamic and experienced Trainer to join our voice process team in the BPO domain. The ideal candidate will be responsible for delivering effective training programs to new hires and existing agents, enhancing communication skills, product/process knowledge, and overall service quality. This role plays a key part in improving customer satisfaction by ensuring agents are well-prepared and confident in handling voice interactions. Key Responsibilities Conduct new hire training (NHT) sessions focused on voice process, communication, product/process knowledge, and soft skills. Design, update, and maintain training content, manuals, and modules. Assess trainee performance through assessments, mock calls, and feedback sessions. Coordinate with operations, QA, and HR teams to identify training needs and plan refreshers/upskilling sessions. Maintain training MIS, attendance, and feedback reports. Conduct floor support/mentoring for new batches during their nesting period. Continuously evaluate the effectiveness of training and implement improvements. Stay updated on client updates, product changes, and quality standards. Skills Needed 4+ years of experience in BPO, with at least 2 years in a trainer/facilitator role (voice process). Excellent communication, presentation, and facilitation skills. Strong knowledge of call center operations and customer service best practices. Proficiency in using MS Office tools (Excel, PowerPoint, Word). Ability to manage time effectively and handle multiple batches or programs. Experience in training for international voice processes (US/UK/AUS). Knowledge of adult learning principles and training methodologies. Certification in Training & Development (e.g., Train-the-Trainer, Dale Carnegie – preferred). Exposure to Learning Management Systems (LMS) or e-learning tools.

Title of the Position: Customer Service - Team Lead Designation: Specialist / Team Lead Work Location: Mysore (Work from Office)

Job Preview: Customer Support · Role: Customer Support · Designation: Analyst · Work Location: Mangalore · Shift: 9 hours per day, with shift changes every month. (4 shifts) Role Overview: Customer Support Analyst plays a pivotal role in ensuring the seamless operation of the company's workplace experience platform. This involves providing technical support, troubleshooting issues, and collaborating with cross-functional teams to enhance application performance and user satisfaction. Required Qualifications: · Education: · BCA, BSc Computers, MSc computers and BCOM with computers · Skills · 1+ years of experience in application support or a similar role is preferred · Excellent verbal and written communication skills to interact effectively with both technical and non-technical stakeholders. · Strong analytical abilities to diagnose and resolve complex technical issues efficiently. Key Responsibilities: · Provide first-level support for web or app platform. · Diagnose and resolve issues related to web or app platform. · Assist customers with activation, configuration, and data plan setup · Troubleshoot mobile app compatibility, cloud services, and signal strength problems · Document customer interactions and solutions in Salesforce software · Collaborate with product development and engineering teams to escalate unresolved issues · Identify trends in support requests and recommend product or documentation improvements · Maintain up-to-date knowledge of product line. · Provide feedback for improving user experience across products and services Work Environment: · Shifts: 9 hours per day, with shift changes every month (4 shifts) and 2 days week off. · The shifts timings are: 4:30am to 13:30pm, 12:30pm to 9:30pm, 6:30pm to 3:30am and 8:30pm to 5:30pm · Team: Work as part of a dynamic team in a supportive, growth-oriented environment. · Supportive Culture: Join a team that values collaboration, innovation, and continuous improvement. · Continuous Learning: Stay updated with the latest technology trends and product updates to provide the best support possible. Interested can share resume to akshaya.k@unifycx.com

Job Summary: We are looking for an experienced and self-driven HR Executive / HR Generalist to join our HR team in Mysore . The ideal candidate will manage end-to-end HR responsibilities with a strong focus on employee relations, performance management, and voice process support. This role plays a critical part in building a positive work environment and aligning HR strategies with business goals. Roles and Responsibilities: Overall 2+ years relavent into the same Domain Manage full-cycle HR operations for employees in the Mysore office. Drive employee engagement and implement effective retention strategies . Handle employee grievances and ensure timely resolution of ER issues . Independently manage Performance Improvement Plans (PIPs) and track closures. Conduct exit interviews , analyze attrition trends, and support retention efforts. Prepare and maintain various HR dashboards and reports for leadership review. Actively participate in and support HR audits and ensure process compliance. Initiate and implement new HR strategies and programs to enhance productivity and morale. Collaborate with voice process leadership to address HR needs specific to the business line. Skills & Competencies: Excellent written and verbal communication skills in English. Strong interpersonal, negotiation, and problem-solving abilities. Ability to make decisions under pressure and manage sensitive situations with maturity. A team-oriented, self-motivated , and highly disciplined approach. Eagerness to learn, innovate, and contribute to HR development initiatives. Qualifications: Graduate or Post Graduate in any discipline (preferably HR or related field). Minimum 2 years of experience in a similar HR role. Prior experience handling HR for voice process teams is preferred.

UnifyCX is looking for an extraordinary Customer Service Representative to join our motivated and ambitious team. What Will You Do? We are seeking an empathetic and tech-savvy Customer Service Representative to provide exceptional support to customers. In this role, you will communicate with customers via chat and email to address inquiries, troubleshoot issues, and ensure a seamless experience. Your ability to deliver timely and effective solutions will contribute to customer satisfaction and brand loyalty. Respond to customer inquiries across multiple channels like chat and email, ensuring timely and accurate assistance Troubleshoot service-related problems, provide step-by-step guidance, and escalate issues as needed to appropriate teams Assist customers with billing inquiries, service upgrades, plan changes, and account updates. Educate customers about the company’s broadband and video services, features, and self-service tools. Maintain detailed and accurate records of customer interactions Build positive relationships & demonstrating empathy, and exceeding customer expectations. Meet or exceed key performance indicators, including response time, resolution rate, and customer satisfaction scores Who You Are: To be considered, candidates are expected to have the following Required Qualifications Bachelor's Degree/Diploma in any Discipline. 2 years of experience in a customer service role in a call center setting Strong written English communication skills, with the ability to adapt to different channels (chat & email). Basic technical proficiency, including familiarity with CRM software and troubleshooting common connectivity issues. Exceptional problem-solving skills and attention to detail. Ability to handle multiple tasks and manage time effectively in a fast-paced environment