Job Title Operations Manager B2C Customer Support Voice Chat Location Hyderabad Shifts Rotational Shift including night shifts Employment Type FullTime 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 AIdriven tools like GoTalent AI Voice of Customer and automatic QA Our outcomebased 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 minorityowned business and an EOE employer who welcomes diversity Job Summary The Operations Manager is responsible for endtoend 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 daytoday operations for B2C Customer support processes Voice Chat Own and deliver key KPIs including CSAT FCR Quality AHT Productivity and ServicetoSales Ensure adherence to SLAs schedules and workforce plans People Performance Management Lead mentor and develop Team Leads and midlevel 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 rampups 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 Robust people leadership stakeholder management and analytical skills Flexible to work shifts and support business needs

📌 Operations Manager International Voice and Chat Process (Hyderabad)
🏢 UnifyCX
📍 Hyderabad