unifyCX - Operations Manager - Customer Support

Job Title : Operations Manager - Customer Support.

Location : Mangalore.

Job Type : Full-time.

Shift : Rotational.

About Us :

UnifyCX is a rapidly growing global Business Process Outsourcing company with operations in the U.S, Colombia, Dominican Republic, India, Jamaica, Honduras, and the Philippines.

We deliver tailored contact center, business processing, and technology outsourcing solutions to clients worldwide.

Our leadership combines a legacy of successful IPOs with expertise in AI-driven customer experience (CX) solutions, blending innovation and human connection to empower small and medium-sized businesses.

Job Overview :

The Operations Manager will oversee day-to-day customer support operations, ensuring service delivery meets the highest quality standards.

This role involves managing team performance, streamlining processes, implementing best practices, and driving continuous improvement to enhance customer satisfaction and operational efficiency.

Key Responsibilities :

Operational Leadership :

• Lead, mentor, and manage customer support teams (chat & ticket support) to meet or exceed SLA targets.
• Monitor workload distribution and ensure adequate staffing across shifts.
• Oversee escalation processes and ensure timely resolution of complex customer issues.

Performance & Quality Management :

Process & Workflow Optimization :

Customer Experience & Escalation Handling :

Reporting & Analytics :

Core Requirements :

Desired Skills :

(ref : iimjobs.com)