Operations Manager

GlowTouch Technologies; San Antonio (TX); Remote; USD 80,000 - 100,000; Full time

Job summary

Join a leading Global Business Process Outsourcing company as an Operations Manager. You will oversee daily operations, lead teams, and enhance client satisfaction. This remote position requires strong leadership, problem-solving, and client management skills. Ideal candidates will have a Bachelor’s in Business Administration and at least 5 years of operations management experience.

Qualifications

• At least 5 years in operations management, preferably in BPO.
• Proven leadership and results delivery.

Responsibilities

• Manage daily operations and oversee multiple teams.
• Monitor KPIs and conduct performance reviews.
• Serve as primary contact for clients and prepare operational reports.

Skills

Leadership

Problem-Solving

Analytical

Communication

Client Management

Adaptability

Education

Bachelor’s in Business Administration

Master’s

Tools

Operations Management Tools

Job description

Join to apply for the Operations Manager role at GlowTouch Technologies

UnifyCX is growing and we are looking for an Operations Manager to join our motivated and ambitious team!

This is a remote (work-from-home) position. However, candidates must be based in either San Antonio, TX or Louisville, KY.

What Will You Do?

As an Operations Manager, you will oversee and manage daily operations to ensure efficient and effective service delivery. Responsibilities include leading teams, optimizing processes, and implementing strategies to meet performance targets and improve client satisfaction. You will work closely with senior management and clients to drive operational excellence and achieve business objectives.

Key Responsibilities:

1. Operational Oversight:
   • Manage daily operations, ensuring adherence to company policies, client requirements, and SLAs.
   • Oversee multiple teams, including team leads and agents, to ensure performance and productivity.
2. Performance Management:
   • Monitor KPIs and operational metrics to assess and improve performance.
   • Conduct performance reviews and provide feedback.
   • Implement action plans to address issues and meet targets.
3. Client Relationship Management:
   • Serve as primary contact for clients, addressing needs and concerns.
   • Develop and maintain strong client relationships, understanding their requirements.
   • Prepare and present operational reports and updates.
4. Process Improvement:
   • Identify opportunities for process enhancements and implement changes.
   • Develop strategies to streamline operations, reduce costs, and improve service.
   • Review processes regularly and update SOPs accordingly.
5. Team Leadership and Development:
   • Lead, mentor, and motivate teams to achieve goals and maintain engagement.
   • Oversee training programs to ensure skill development.
   • Foster a positive and collaborative work environment.
6. Resource Management:
   • Manage staffing, scheduling, and workflow distribution.
   • Ensure efficient use of resources.
7. Compliance and Quality Assurance:
   • Ensure compliance with policies, regulations, and client requirements.
   • Monitor quality standards and address issues promptly.
8. Reporting and Analysis:
   • Prepare and analyze operational reports and data.
   • Use data to inform decisions and drive improvements.

Who Are You?

• Education: Bachelor’s in Business Administration, Management, or equivalent; Master’s preferred.
• Experience:
  • At least 5 years in operations management, preferably in BPO or related fields.
  • Proven leadership and results delivery.
• Skills:
  • Strong leadership and management capabilities.
  • Excellent problem-solving, analytical, and communication skills.
  • Proficiency with operations management tools.
  • Ability to multitask and organize effectively.
  • Adaptability to changing priorities and high-pressure situations.
  • Customer-focused with strong client management skills.
• Additional Requirements: Flexibility and strong client engagement skills.

Who We Are

UnifyCX is a growing Global Business Process Outsourcing company with a presence across the U.S., Colombia, Dominican Republic, India, Honduras, and the Philippines. We offer contact centers, business processing, and technology outsourcing solutions worldwide. With nearly two decades of experience, we are committed to innovation and supporting our international clients with advanced AI technologies to enhance CX and operational efficiency.

Reports to: VP of Operations

UnifyCX is a certified minority-owned business and an EOE employer that values diversity.