Who We Are:
unifyCX 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.
Job Title: Operations Manager (B2C Technical Support | Voice & Chat)
Location: Hyderabad
Shifts: Rotational Shift including night shifts
Employment Type: Full-Time
Job Summary
The Operations Manager is responsible for end-to-end delivery of B2C Technical Support operations across voice and chat channels. This role ensures achievement of business KPIs, operational excellence, customer experience, people development, and compliance while managing Team Leads and support functions such as Quality and Training.
Key Responsibilities
1. Operations & Delivery Management
Manage overall day-to-day operations for B2C technical support processes (Voice & Chat).
Own and deliver key KPIs including CSAT, FCR, Quality, AHT, Productivity, and Service-to-Sales.
Ensure adherence to SLAs, schedules, and workforce plans.
2. People & Performance Management
Lead, mentor, and develop Team Leads and mid-level managers.
Drive performance management, succession planning, and talent retention.
Partner with HR, Training, and Quality teams for capability building.
3. Client & Stakeholder Management
Act as the primary point of contact for internal and external stakeholders.
Participate in business reviews, performance calls, and client calibrations.
Share operational insights, risks, and improvement plans.
4. Quality, Compliance & Risk Management
Ensure compliance with quality standards, SOPs, and regulatory requirements.
Review quality trends, customer feedback, and repeat contact drivers.
Proactively identify risks and implement mitigation strategies.
5. Process Improvement & Innovation
Drive continuous improvement initiatives to enhance efficiency and customer experience.
Use data and analytics to identify root causes and optimize processes.
Support automation, knowledge base enhancements, and tool adoption.
6. Financial & Business Management
Manage budgets, cost controls, and resource optimization.
Support hiring plans, ramp-ups, and capacity management.
Contribute to business growth, transitions, and new process launches.
Qualifications & Experience
✔ Graduate / Postgraduate preferred
✔ 8–12 years of overall BPO / Contact Center experience
✔ 3–5 years in an Operations Manager or equivalent leadership role
✔ Strong experience managing B2C Telecom / ISP technical support
✔ Proven track record of delivering KPIs across voice & chat channels
✔ Strong people leadership, stakeholder management, and analytical skills
✔ Flexible to work shifts and support business needs
