Senior Operations Manager

Unify CX is looking for an extraordinary Senior Operations Manager to join our motivated and ambitious team.

Role: Senior 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 Senior Operations Manager, is responsible for the running of the day-to-day operations of the accounts/ lines of business in the contact center operations. The role includes being one of the main points of contact with clients and is also responsible for managing the performance of Operations Managers (OMs) and/ or Team Leaders in the operations department.

As an SOM, the role also requires meeting/exceeding service level agreements (SLA's) defined in any statement of work with UnifyCX. clients.

The SOM is also responsible for the coaching, support and development of operations staff and ensuring operational continuity by building a good pipeline of support and leadership bench strength that ensures UnifyCX ability to scale up its operations.

It is expected that the SOM has a continuous improvement mindset to ensure key performance indicators (KPIs) of each position and account in operations are achieved consistently.

The position will be based in our Philippine call center in Eton Centris Site, Quezon City.

In this role, you will: 

• Support, coach, and develop Operations Managers, Team Leaders, and support staff in the operations department
• Meet/ Exceed account-level Key Performance Indicators (KPIs) in accordance with each account's statement of work
• Establish operational processes aligned with the client and UnifyCX operational goals
• Meet/ Exceed account level profitability (P&L)
• Maintain a positive culture of support to ensure the building of employee tenure/ retention
• Be an active player in the implementation and launching of new programs
• Manage day-to-day account-level operations
• Conduct business reviews, both internal and with clients, to present the status of the business
• Other assignments as deemed necessary by the Country Manager and relevant to contact center operations
  
  

Who You Are

To be considered, candidates are expected to have the following:

Required Qualifications

• Bachelor's degree or higher
• Experience in being the head of a contact center operations account
• Knowledge in driving account-level P&L
• Ability to communicate across all levels of the organization
• A people person, an advocate of driving positive scores in employee surveys
• Able to provide the status of the business through town halls, 1:1s, and group huddles
• Ability to coach and develop operations staff
• Knowledgeable in the full spectrum of performance management, including
• Rewards and recognition/Compensation
• Performance development
• Corrective action process
• Competent information technology skills relative to the role
• Experience in handling B2B Programs.
  
  

Preferred Qualifications

• 5+ years of experience in operations management, with at least 3-5 years in a senior leadership role.
• Proven experience in improving operational efficiency, implementing cost-saving strategies, and streamlining workflows.
• Strong experience managing large teams, cross-functional collaboration, and driving high performance.
• Ability to develop and execute long-term operational strategies aligned with business objectives.
• Expertise in leading projects, managing timelines, and handling resources effectively.
• Data-Driven Decision Making: Proficiency in using KPIs, performance metrics, and data analytics to inform operational decisions.
• Understanding of budgeting, financial forecasting, and cost control.
• A degree in Business Administration, Operations Management, or a related field (preferred).
• A Master’s degree or certifications in operations management (e.g., Six Sigma, Lean) is a plus.
• Leadership and Communication: Strong interpersonal and leadership skills to manage teams and interact with senior leadership.
• Ability to analyze complex problems and implement practical solutions.
• Capacity to adapt to changing market conditions, business needs, and operational challenges.
  
  

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 that welcomes diversity.