Telecom Call Centre Operations Manager – US Market

4 days ago

Lahore, Punjab, Pakistan Tech Bridge Consultancy Full time
Overview

Job Title: Telecom Call Centre Operations Manager – US Market

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

Job Details
  • Location: Lahore (On-site)
  • Job Type: Full-time
  • Salary: PKR 250,000 per month
  • Incentives: Attractive performance-based bonuses
  • Schedule: Night shift (07:00 PM-04:00 AM Pakistan Time)
Key Responsibilities
  • Leadership & Team Management — Oversee and manage a team of call center agents; hire, train, and develop team leads and high-performing agents; foster a positive, performance-driven culture through coaching and leadership.
  • Operational Excellence — Ensure smooth day-to-day operations of the call center floor; establish and maintain standard operating procedures (SOPs); 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; utilize CRM and reporting tools to identify trends, opportunities, and areas for 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; coordinate with marketing and product teams to implement scripts, promotions, and sales tactics; optimize agent performance to achieve and exceed sales targets.
  • Client & Stakeholder Engagement — Communicate regularly with US clients and internal stakeholders; deliver progress updates, resolve escalations, and align operations with client expectations; 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).
Application Questions
  • Do you have 5+ years of experience managing large-scale U.S. sales call centre operations in telecom, internet, or cable?
  • Can you share an example of how you have successfully improved KPIs such as conversion rate, CSAT, or AHT in your previous role?
  • Are you comfortable working night shifts (07:00 PM – 04:00 AM Pakistan Time) on a full-time basis?
  • How would you rate your English communication skills, particularly your ability to communicate fluently in a U.S. accent with both clients and team members?

Work Location: In person


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