Telecom Call Centre Operations Manager – US Market

3 weeks ago

Lahore, Punjab, Pakistan Techbridgeconsultancy Full time
Overview

Telecom Call Centre Operations Manager – US Market

We're seeking a seasoned Call Centre Operations Manager to lead our team, drive performance, and help scale our operations.

  • Location: Lahore (On-site)
  • Job Type: Full-time
  • Salary: PKR 250,000 per month
  • Incentives: Attractive performance-based bonuses
Key Responsibilities
  • Leadership & Team Management — Oversee and manage a team of call center agents
  • Hiring, Training & Development — Hire, train, and develop team leads and high-performing agents
  • Culture & Leadership — Foster a positive, performance-driven culture through coaching, mentoring, and leadership
  • Operational Excellence — Ensure smooth day-to-day operations of the call center floor
  • SOPs — Establish and maintain standard operating procedures (SOPs)
  • Meetings & Reviews — Conduct regular team meetings, performance reviews, and calibration sessions
  • Performance Monitoring & Reporting — Track, analyze, and report on KPIs such as conversion rate, AHT, FCR, CSAT, attendance, and productivity
  • Analytics & Tools — Utilize CRM and reporting tools to identify trends, opportunities, and areas for improvement
  • Continuous Improvement — Drive continuous improvement initiatives using data insights and feedback
  • Sales Strategy & Campaign Management — Manage outbound/inbound sales campaigns for US-based Internet and TV services
  • Collaboration — Coordinate with marketing and product teams to implement scripts, promotions, and sales tactics
  • Performance Optimization — Optimize agent performance to achieve and exceed sales targets
  • Client & Stakeholder Engagement — Communicate regularly with US clients and internal stakeholders
  • Client Satisfaction — Deliver progress updates, resolve escalations, and align operations with client expectations
  • Quality & Transparency — Maintain high client satisfaction through operational consistency and transparency
Required Qualifications
  • Minimum 5 years of experience in managing large-scale call center operations
  • Proven success in leading U.S. sales campaigns, especially in telecom/internet/cable services
  • Strong understanding of call center KPIs, WFM, CRM tools, and reporting dashboards
  • Demonstrated ability to hire, train, and motivate large teams to exceed performance goals
  • Excellent communication, leadership, and conflict-resolution skills
  • Strong problem-solving mindset with the ability to work under pressure
  • Fluency in English — "US accent" (spoken and written) is essential
  • Willingness to work night shifts (07:00 PM-04:00 AM Pakistan Time)

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