Job Description

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

1. 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.

2.

Performance & Quality Management

Set and track KPIs for productivity, quality, and customer satisfaction.

Conduct regular performance reviews, coaching, and feedback sessions.

Ensure strict adherence to quality standards, processes, and compliance requirements.

3.

Process & Workflow Optimization

Identify gaps in workflows and implement solutions for process improvement.

Coordinate with cross-functional teams (Product, Training, Quality) to streamline operations.

Implement automation tools and reporting dashboards to enhance efficiency.

4.

Customer Experience & Escalation Handling

Drive first-contact resolution and customer satisfaction initiatives.

Handle priority customer escalations with professionalism and urgency.

Collect and analyze customer feedback to influence product and service enhancements.

5.

Reporting & Analytics

Prepare and present operational reports to senior management.

Track trends in recurring issues, workload spikes, and team performance metrics.

Provide actionable insights to improve both operational efficiency and CX.

Core Requirements

Experience: Minimum 5-7 years in customer support operations, with at least 2-3 years in a managerial role (preferably in a BPO/SaaS environment).

Leadership Skills: Proven ability to lead, motivate, and manage large, diverse teams in a fast-paced setting.

Communication: Strong verbal and written English communication skills, with the ability to present to senior stakeholders.

Technical Proficiency: Understanding of SaaS products, ticketing systems, and customer support tools.

Analytical Ability: Strong data interpretation skills to drive performance improvements.

Adaptability: Ability to work under pressure, manage multiple priorities, and adapt quickly to changing business needs.

Desired Skills

Experience managing hybrid support channels (chat & ticket).

Knowledge of VPNs, antivirus software, and desktop engineering basics.

Familiarity with ITIL processes and incident management workflows.

Proficiency in tools like Zendesk, Freshdesk, or similar platforms.

* Willingness to work rotational shifts in a 24/7 environment.