Operations Manager

We’re always on the lookout for passionate individuals to help us shape the future of customer experience.

Whether you’re directly engaging with clients or driving innovation in technology, you’ll find a culture at UnifyCX that values collaboration, creativity, and diversity and puts people at the core of everything we do. Our team members are empowered to bring their unique skills to the table, contributing to a company that’s leading the way in customer experience solutions.

With a presence across the United States, India, the Philippines, the Dominican Republic, Jamaica, Honduras, and Colombia, UnifyCX offers opportunities to work in dynamic markets around the world. No matter where you're based, you'll be part of a global network dedicated to delivering exceptional customer experiences.

UnifyCX is born from the integration of Glow Touch, a global expert in customer care and technology outsourcing, and the strategic acquisition of Collective Solution, known for its customized service solutions.

Ready to join us? Check out our current openings below.

Position:Operations Manager

Location: Ballito, South Africa

Remote Status: On-Site

Job :4648

# of Openings:1

UnifyCX is growing and we are looking for an
Operations Manager
to join our motivated and ambitious team in South Africa. Come be one of the pioneers at our newest location!

What Will You Do?

As an
Operations Manager
you will be responsible for overseeing and managing day-to-day operations to ensure efficient and effective delivery of services. This role involves leading teams, optimizing processes, and implementing strategies to meet performance targets and enhance client satisfaction. The Operations Manager will work closely with senior management and clients to drive operational excellence and achieve business objectives.

Key Responsibilities:

• 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,…