Job Title: Operations Manager (B2C Customer Support | Voice & Chat)
Location: Hyderabad
Shifts: Rotational Shift including night shifts
Employment Type: Full-Time
About Us
UnifyCX is a transformative AI platform that empowers and enables teams to deliver efficient, exceptional customer experiences. We engineer superhuman customer experiences through a powerful blend of strategy, omnichannel support, analytics, and AI-driven tools like GoTalent.AI, Voice of Customer, and automatic QA. Our outcome-based model prioritizes measurable results for more than 200 client programs serviced today. With a focus on automation, talent enablement, strategic partnerships, and strict data ethics, UnifyCX delivers scalable, personalized, and compliant solutions that create real business impact.
UnifyCX is a certified minority-owned business and an EOE employer who welcomes diversity.
Job Summary
The Operations Manager is responsible for end-to-end delivery of B2C Customer 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
- Operations & Delivery Management
- Manage overall day-to-day operations for B2C Customer 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.
- 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.
- 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.
- 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.
- 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.
- 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
812 years of overall BPO / Contact Center experience
35 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
