Operational Readiness

Unify CX is looking for an extraordinary Operational Readiness & Communication Specialist to join our motivated and ambitious team.

Role: Operational Readiness & Communication Specialist

Work Location/Setup: Philippines | On-Site

Shift Schedule: 5-day work week | Shifting Schedule | Graveyard

What Will You Do?

As the Operational Readiness & Communication Specialist, ensures the operations team acquires the tools, skills and documentation needed to successfully execute a newly completed project. The Operational Readiness & Communication Specialist performs readiness assessments, coordinates, and communicates the activities of projects with relevant stakeholders to ensure progress and successful execution. This role requires a deep understanding of our business operations and objectives. This role works collaboratively with stakeholders to ensure that all staff are operationally and systematically ready within deadlines and deliverables. This person is responsible for the collection, review, development, documentation, and communication of information to all internal and client team members. The following Operations and Systems include but are not limited to order entry process, support, IDA, KDB, field communications, job aids, day to day changes, various troubleshooting applications, phone systems, workforce management staffing, and training.

The position will be based in our Philippine call center in Quezon City.

In this role, you will:

• Work collaboratively with the client, site operations leaders, training, and WFM to ensure readiness to support the initiatives, changes, and actions for product releases, tool enhancements, process creation, and/or changes, etc.
• Evaluates channel impact, capacity requirements, tools effectiveness, training, communications, and reporting needs.
• Captures and challenges requirements.
• Determine the actions required to successfully execute and tactically coordinate those actions.
• Collaborates with other readiness teams, product teams, project implementation teams and the operations teams in reviewing upcoming initiatives, process changes, and enhancements to ensure appropriate implementation of any initiative.
• Objectively evaluate competing priorities and align stakeholders on the optimal solution.
• Consult with operations to determine performance needs regarding processes, training, and tools.
• Coordinates launch and post-launch reviews.
• Tracks post-launch results and feedback from operations and the client.
• Develop recommendations and solutions based on assessment and understanding of operating environments.
• Presents readiness plan and post-launch impacts to operations and the client.
• Contribute to the evolution of the Ops Readiness strategy.

Who You Are:

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

Required Qualifications:

• 5+ years of relevant experience (ex, Retention, Care, CX), experience in a training/learning area in operations preferred.
• Bachelor's degree in a related field.
• Proficiency with Microsoft Office.
• Familiarity with call center metrics.
• Proven experience in problem-solving, issue-resolution, ability to work in a deadline-driven environment, attention to detail, and ability to multitask.
• Excellent written and verbal presentation skills.
• Strong consultative skills, with the ability to consult cross-functionally to identify needs and risks.
• Strategic and resourceful thinker, with the ability to "connect the dots."
• Excellent communication, interpersonal, and influencing skills.
• Strong project management skills, including the ability to integrate diverse perspectives cross-functionally between operations, training, WFM, and QA. Possesses strong ability to facilitate organizing and managing multiple priorities and/or projects.
• Change management experience with the ability to contribute to change plans to support business needs.

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.