Performance Manager – BPO Operations

4 weeks ago


Karachi, Sindh, Pakistan Appedology Inc. Full time
Key Responsibilities
  • Monitor and evaluate agent performance against defined KPIs and SLA targets.
  • Work closely with the Quality Assurance (QA) team to identify gaps and implement improvement plans.
  • Analyze performance data and prepare reports/dashboards for management review.
  • Conduct performance reviews, coaching sessions, and feedback discussions with agents and team leaders.
  • Collaborate with operations, training, and workforce management teams to enhance efficiency and effectiveness.
  • Develop and implement strategies to improve customer satisfaction, reduce errors, and increase overall productivity.
  • Identify performance trends and recommend actionable insights to meet organizational goals.
  • Ensure compliance with company policies, client requirements, and industry standards.
Required Skills & Qualifications
  • Bachelor's degree in Business Administration, Management, or a related field.
  • 3–5 years of experience in BPO operations, performance management, or QA.
  • Strong understanding of KPIs, SLA management, and contact center metrics.
  • Proficiency in performance analytics tools and MS Excel/Power BI (or similar).
  • Excellent communication, coaching, and leadership skills.
  • Strong analytical and problem-solving abilities.
  • Ability to work in a fast-paced and target-driven environment.
Preferred Qualifications
  • Experience in both inbound and outbound BPO operations.
  • Knowledge of workforce management and process optimization.
  • Certification in quality management or analytics will be an added advantage.
Job Skill
  • Experience in both inbound and outbound BPO operations
  • Knowledge of workforce management and process optimization
  • Certification in quality management or analytics will be an added advantage

Total Positions: 1

Job Type: Full Time

Shift: Night

Experience: 3 Years - 5 Years

Benefits: 5 Working Days, Medical Insurance, Provident Fund, Market Competitive Salary


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