UnifyCX
Unify CX is looking for an extraordinary Operations Manager to join our motivated and ambitious team.
Role: Operations Manager
Work Location/Setup: Philippines | On-Site
Shift Schedule: 5-day work week | Shifting Schedule | Graveyard
Benefits: Day 1 HMO | Day 1 Life Insurance
What Will You Do?
As the Operations Manager, is responsible for developing and managing key client relationships, with a focus on client satisfaction, retention, and growth. The PM has direct responsibility for the program's success, ensuring the team delivers effectively and efficiently on all services provided and meets or exceeds the client's expectations. The ideal candidate will have prior BPO/Customer Care experience, managing large Customer Care clients across multiple channels.
The position will be based in our Philippine call center in Pasig City.
The position will be based in our Philippine call center in Pasig City. In this role you will:
Act as the primary liaison between the client and UnifyCX, building and maintaining relationships with key personnel
Ensure production goals are obtained respective to the assigned account, leading internal strategy resolution meetings, and providing recommendations as to what is best for the account and how UnifyCX can best help achieve the required goals
Proactively provide performance updates to the client and UnifyCX management
Ensure the account goals, objectives, deadlines, and standards of the clients are met and communicated effectively within the company
Conduct daily interaction with the client to develop a long-term partnership, driving our mutual success
Work with internal departments and partners to address and resolve client issues and initiatives
Assist operations with real-time metric management
Assist by managing projects to coordinate implementation of new clients’ initiatives and or objectives
Work with the Workforce Management team and Operations teams to drive service level commitments, schedule adherence, employee retention, and project performance
Proactively identify new opportunities to meet and exceed client needs
Act as a point of contact for client questions and concerns. Collaborate with center managers and partners to address customers’ needs
Work with GlowTouch management to establish client goals, then take ownership for achieving them
Ensured client contracts were maintained and enforced
Served as client advocate, working closely with other departments to continually improve GlowTouch services and value proposition
Lead logistics planning and participation with clients’ visits, including quarterly meetings, business reviews, and training/ management sessions with the client
Manage new clients and new project implementations outside of the project assigned, as needed
Who You Are
To be considered, candidates are expected to have the following:
Required Qualifications
5 - 7 years of experience in the BPO or Call Center industry (or related field), 3+ years in a leadership or client management role and 2+ years handling a technical account
Familiarity with customer care leading technologies
Can relate to people at all levels of an organization with empathy and excellent communication skills
Proven ability to build strong, trusted client relationships, particularly with senior leaders
Ability to work collaboratively with internal and external stakeholders to achieve a mutually beneficial result
Absolute integrity and responsibility within a fast-paced entrepreneurial environment
Proactive, open, and collaborative nature
Strong organizational skills
Friendly and optimistic mindset
Highly transparent, ensuring information flows in all directions in a timely manner
Strong accountability in oneself and others
Ability to take initiative with a high sense of urgency
Ability to manage multiple priorities and deadlines
Ability to add value to an organization through creativity, initiative, and personal drive
Ability to travel as needed
Preferred Qualifications
8+ years of experience in managing or overseeing call center operations, with a focus on performance and quality management.
Experience in leading and managing complex programs or projects, including cross-functional coordination, budgeting, and resource allocation.
Proven ability to implement process improvements, streamline workflows, and enhance customer experience.
Strong leadership skills to manage teams and drive program success, ensuring KPIs and performance goals are met.
Ability to analyze call center metrics (e.g., call volume, service levels, customer satisfaction) and use insights to improve operations.
Deep understanding of customer service and experience strategies
Bachelor’s Degree: A degree in Business Administration, Management, or a related field (preferred but not always required).
Project Management or Six Sigma certifications (e.g., PMP, Lean) are a plus.
Ability to communicate clearly and effectively with internal teams, senior leadership, and clients.
Strong ability to identify issues, assess risks, and develop solutions to optimize call center performance.
Ability to adjust to changing priorities and industry trends, ensuring the call center program stays aligned with business goals.
Who We Are
unifyCX is an emerging Global Business Process Outsourcing company with a strong presence in the U.S., Colombia, Dominican Republic, India, Jamaica, Honduras, and the Philippines. We provide personalized contact centers, business processing, and technology outsourcing solutions to clients worldwide. In nearly two decades, unifyCX has grown from a small team to a global organization with staff members all over the world dedicated to supporting our international clientele.
At unifyCX, we leverage advanced AI technologies to elevate the customer experience (CX) and drive operational efficiency for our clients. Our commitment to innovation positions us as a trusted partner, enabling businesses across industries to meet the evolving demands of a global market with agility and precision.
unifyCX is a certified minority-owned business and an EOE employer who welcomes diversity.