Qureos Mentor

UnifyCX

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 Job Title:
 
 Senior Manager Operations
 
 
 
 Location:
 
 Mangalore
 
 
 
 Department:
 
 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 a results-oriented
 
 Senior Manager &ndash; Operations
 
 to lead our customer service and technical support functions. This role is critical in ensuring smooth service delivery, adherence to SLAs, and maintaining high levels of customer satisfaction (CSAT). The ideal candidate will have a strong background in tech-enabled support operations, team leadership, and process optimization, with a deep understanding of performance metrics, customer experience best practices, and continuous improvement initiatives.
 
 
 
 Key Responsibilities
 
 
 
 <ul>
 <li>
 Lead end-to-end operations for tech support and customer service, ensuring alignment with business objectives.
 </li>
 <li>
 Monitor and manage service levels across all support channels (chat, email, phone, ticketing) to meet or exceed defined SLA targets.
 </li>
 <li>
 Drive initiatives to improve CSAT, FCR (First Contact Resolution), AHT (Average Handle Time), and other key support metrics.
 </li>
 <li>
 Implement and optimize SOPs, workflows, and escalation protocols to ensure efficient resolution of customer queries.
 </li>
 <li>
 Collaborate with cross-functional teams (Product, Engineering, QA) to provide insights from customer interactions and drive product/service improvements.
 </li>
 <li>
 Use data and dashboards to analyze performance, identify trends, and develop action plans to address gaps or inefficiencies.
 </li>
 <li>
 Lead, mentor, and grow a high-performing team of team leads, supervisors, and support agents.
 </li>
 <li>
 Partner with WFM (Workforce Management) and Quality Assurance teams to ensure resource alignment, forecasting, and process adherence.
 </li>
 <li>
 Oversee onboarding and continuous training of team members to ensure consistent service quality and technical competence.
 </li>
 <li>
 Manage external support vendors or BPOs (if applicable), ensuring they meet performance, compliance, and quality standards.
 
 
 </li>
 </ul>
 
 Qualifications
 
 
 
 <ul>
 <li>
 Bachelor&rsquo;s degree in Business, Technology, or a related field (MBA or equivalent preferred).
 </li>
 <li>
 8+ years of experience in customer service or technical support operations, with 3+ years in a leadership role.
 </li>
 <li>
 Strong understanding of SLA management, CSAT measurement, and customer lifecycle strategies.
 </li>
 <li>
 Experience working with CRM/helpdesk platforms (e.g., Zendesk, Salesforce, Freshdesk) and support analytics tools.
 </li>
 <li>
 Proven track record of driving operational KPIs and improving customer experience in tech-driven environments.
 </li>
 <li>
 Excellent leadership, communication, and stakeholder management skills.
 </li>
 <li>
 Analytical mindset with experience in building reports, dashboards, and operational scorecards.
 
 
 </li>
 </ul>
 
 Key Competencies
 
 
 
 <ul>
 <li>
 SLA and CSAT Ownership
 </li>
 <li>
 Team Leadership &amp; Development
 </li>
 <li>
 Customer-Centric Thinking
 </li>
 <li>
 Process Optimization &amp; Automation
 </li>
 <li>
 Data-Driven Decision Making
 </li>
 <li>
 Multi-Channel Support Management
 </li>
 <li>
 Crisis &amp; Escalation Handling
 </li>
 <li>
 Cross-Functional Collaboration
 </li>
 </ul>
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Senior Manager - Operations

Join UnifyCX and explore 1   exciting career opportunities. They're hiring for various roles with options for remote or on-site work. Apply today and become part of their innovative team.

UnifyCX

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Senior Manager - Operations