: Operational Oversight: Manage and supervise daily operations to ensure adherence to company policies, client requirements, and service level agreements (SLAs).
Oversee multiple teams, including team leads and agents, ensuring optimal performance and productivity.
Performance Management: Monitor key performance indicators (KPIs) and operational metrics to assess and improve performance.
Conduct regular performance reviews and provide feedback to team members.
Implement action plans to address performance issues and achieve performance targets.
Client Relationship Management: Serve as the primary point of contact for clients, ensuring their needs are met and addressing any concerns or issues.
Develop and maintain strong relationships with clients, understanding their business requirements and expectations.
Prepare and present operational reports and performance updates to clients and senior management.
Process Improvement: Identify opportunities for process improvements and implement changes to enhance efficiency and effectiveness.
Develop and execute strategies to streamline operations, reduce costs, and improve service delivery.
Facilitate regular process reviews and update standard operating procedures (SOPs) as needed.
Team Leadership and Development: Lead, mentor, and motivate teams to achieve performance goals and maintain high levels of employee engagement and satisfaction.
Oversee training and development programs to ensure team members have the necessary skills and knowledge.
Foster a positive and collaborative work environment.
Resource Management: Manage resource allocation, including staffing levels, scheduling, and workflow distribution.
Ensure that operational resources are used efficiently and effectively.
Compliance and Quality Assurance: Ensure compliance with company policies, industry regulations, and client-specific requirements.
Monitor and enforce quality standards to maintain high levels of service delivery.
Address and resolve any compliance or quality issues promptly.
Reporting and Analysis: Prepare and analyze operational reports, including performance metrics, financial data, and client feedback.
Utilize data to make informed decisions and drive continuous improvement.
Who Are You?
Education: Bachelor's degree in Business Administration, Management, or a related field.
A master's degree is a plus.
Experience: Minimum of 5 years of experience in operations management within the BPO industry or a related field.
Proven experience in managing teams, driving performance, and delivering results.
Skills: Strong leadership and team management skills.
Excellent problem-solving and analytical abilities.
Effective communication and interpersonal skills.
Proficiency in using operations management software and tools.
Ability to manage multiple tasks and projects simultaneously.
Strong organizational and time management skills.
Additional Requirements: Flexibility to adapt to changing priorities and handle high-pressure situations.
Strong client-facing skills with a focus on customer satisfaction.
Who We Are: UnifyCX is a Global company with locations in the U.S., Colombia, Dominican Republic, India, Jamaica, Honduras, and the Philippines, that provides personalized contact centers, business?processing, and technology outsourcing solutions.
In nearly two decades of operations, we have grown from a few employees in a single location to a global company with thousands of staff members who support an international clientele.
Our motto is "Putting People First" we truly value our employees, customers, and communities.
Our focus goes beyond simply filling positions; we invest in our employees' long-term career growth.
Our dedication to exceeding expectations has led to longstanding partnerships with clients, some of whom have been with us for decades.
While others may speak of creating a supportive environment, we actively demonstrate it through our actions and approach.
Reports to: VP of Operations LATAM UnifyCX is a certified woman-owned business and an EOE employer that welcomes diversity.
