Call Center Manager

4 weeks ago

Lahore, Punjab, Pakistan Mighty Five Full time
Job Description:

Job Title: Call Center Manager
Location: Lahore (On-site)
Company: Mighty Five LLC
Industry: BPO / Back Office Outsourcing
Salary: PKR 100,000 – PKR 150,000 (based on experience)

About Us:
Mighty Five LLC is a full-service digital agency and BPO firm offering premium back office outsourcing solutions to clients around the world. We are expanding our call center operations and are looking for a results-driven Call Center Manager to lead the charge.

Job Overview:
We're hiring an experienced Call Center Manager with at least 3+ years in a similar role to take ownership of our call center's operations, team, and performance. This is a leadership role for someone who thrives in a fast-paced, performance-oriented environment.

Key Responsibilities:

Recruit, onboard, and train call center staff.

Monitor and drive KPI achievement across all teams.

Handle procurement of technology, tools, and calling data.

Lead campaign selection, onboarding, and management.

Strategically acquire new campaigns in line with business goals.

Develop performance metrics, monitor reports, and optimize operations.

Promote a culture of high performance and accountability.

Requirements:

Minimum 3 years of experience managing call center teams.

Strong expertise in outbound/inbound calling, preferably for international campaigns (US/UK).

Familiarity with dialer systems, CRM platforms, and data acquisition.

Exceptional communication, leadership, and organizational skills.

Ability to multitask, meet deadlines, and drive team success.

What We Offer:

Competitive salary: PKR 100,000 – 150,000 (commensurate with experience)

Rapid career growth in a scaling organization

Energetic and collaborative work environment

Performance-based incentives and bonuses

Job Specification:

Team Leadership & People Management

Proven ability to lead, motivate, and manage high-performing call center teams.

Recruitment & Training

Experience in hiring, onboarding, and training call center staff effectively.

KPI & Performance Management

Strong command over call center KPIs (AHT, FCR, conversion rate, etc.) and ability to drive team performance to meet/exceed targets.

Campaign Management

Skilled in selecting, launching, and scaling outbound/inbound campaigns.

Campaign Acquisition

Experience in acquiring new call center campaigns, preferably for international markets (US/UK).

Tech & Tool Proficiency

Familiar with dialer systems (like Vicidial, Xencall, etc.), CRM platforms (Zoho, HubSpot, etc.), and productivity tools.

Data & Lead Management

Ability to source and manage lead data effectively to support campaign goals.

Problem Solving & Decision Making

Strong analytical and critical thinking skills for solving operational issues quickly.

Communication Skills

Excellent written and verbal communication in English; confident in handling client and internal communication.

Time Management & Multitasking

Capable of managing multiple priorities and campaigns simultaneously without compromising quality.

Reporting & Analysis

Proficient in preparing and analyzing performance reports, and using insights to optimize operations.

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