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Telecom Call Centre Operations Manager – US Market
2 weeks ago
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, mentoring, 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 key performance indicators (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).
Job Type: Full-time
Application Question(s):
- 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
