As an Operations Manager, you will oversee the day-to-day operations of one of our complex client programs and provide leadership and direction to the management team. You will be responsible for driving operational excellence, developing high-performing teams, improving customer and client experiences, and ensuring key performance metrics and business objectives are consistently achieved.

You will report directly to the Senior Manager for Operations and serve as a key leader in driving productivity, performance, process improvement, employee engagement, and overall account success.

Pay and Perks:

• Salary: Competitive salary based on experience and qualifications.
• Additional Benefits: UnifyCX offers a comprehensive benefits package that includes health, life, vision, and dental insurance, as well as a 4% max matching 401K and other financial opportunity options.

Hours of Operation:

This is a full-time leadership position with a flexible schedule based on client and business needs. The standard operating window is Monday through Friday, 8:00 AM-6:00 PM, with some evenings, weekends, or schedule adjustments required based on business needs.

Location: San Antonio, TX - onsite at the UnifyCX contact center.
Who are you?

To be considered for this position, candidates should have:

• Minimum 5 years of Contact Center Operations Management experience required; BPO experience is essential.
• Proven experience leading and developing high-performing contact center teams.
• Experience successfully leading a diverse workforce consisting of both onsite and remote employees.
• Strong analytical and problem-solving skills, with the ability to conduct root cause analysis and develop data-driven action plans.
• Demonstrated ability to lead, inspire, motivate, coach, and influence others to achieve their highest potential.
• Experience with contact center technology, workforce management, agent productivity, and quality management tools.
• Strong understanding of contact center KPIs, SLAs, productivity, quality, customer experience, and operational performance.
• Ability to establish performance goals and objectives for direct reports and monitor achievement against those goals.
• Strong project management skills with the ability to manage multiple priorities and initiatives simultaneously.
• Excellent written and verbal communication skills, with the ability to effectively communicate with employees, internal stakeholders, and clients.
• Proficient in Microsoft Office, including Outlook, Excel, Word, and PowerPoint.
• Results-driven, action-oriented, dependable, and self-motivated.
• Comfortable working in a fast-paced environment and managing change and ambiguity.
• Ability to learn new technologies and adapt quickly to new processes and environments.
• Strong administrative, organizational, and decision-making skills.
• Ability to exercise sound judgment when handling confidential and proprietary company and client information.
• College degree or equivalent Contact Center Leadership experience preferred.

What Will You Do?

• Plan, organize, and oversee the day-to-day activities of the management team related to production and operations.
• Establish clear expectations, accountability, and an operational cadence for the management team.
• Monitor and analyze performance data, productivity reports, and operational metrics to identify trends and opportunities for improvement.
• Manage service delivery and sales performance to meet client expectations, contractual requirements, and business targets.
• Determine labor and staffing needs to achieve intraday, daily, weekly, and monthly SLA and KPI targets.
• Identify underperforming areas and inefficient processes and develop data-driven strategies and action plans to improve performance.
• Lead continuous improvement initiatives that enhance operational efficiency, customer experience, and overall account performance.
• Hire, develop, coach, and mentor management team members and provide opportunities for professional growth and advancement.
• Evaluate employee performance and recommend or initiate promotions, transfers, performance improvement actions, or disciplinary actions as appropriate.
• Develop future leaders through coaching, mentoring, succession planning, and performance goal setting.
• Drive employee engagement and retention initiatives to support a stable and high-performing workforce.
• Ensure compliance with all UnifyCX policies, procedures, client requirements, and applicable state and federal employment laws.
• Provide regular operational updates to internal leadership teams and clients.
• Participate in and lead Weekly, Monthly, and Quarterly Business Reviews (WBRs, MBRs, and QBRs) with clients and internal stakeholders.
• Build and maintain strong client relationships by understanding client needs, identifying opportunities, and delivering against agreed-upon business objectives.
• Support account growth, change management, and transformational initiatives.
• Identify opportunities to improve productivity, reduce attrition, increase efficiency, and strengthen overall financial performance.
• Partner with Workforce Management, Quality, Training, Human Resources, Talent Acquisition, IT, and other support functions to ensure successful program operations.
• Maximize opportunities to consistently meet or exceed key operational metrics and contractual commitments.
• Maintain a professional and collaborative relationship with employees, leadership, clients, and internal support teams.
• Perform other duties and responsibilities as assigned.