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 improvem

📌 Operations Manager (Hyderabad)
🏢 UnifyCX
📍 Hyderabad