Telecom Call Centre Operations Manager – US Market

2 weeks ago

Lahore, Punjab, Pakistan Techbridge Consultancy Services Full time 1,200,000 - 2,000,000 per year

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

  • Call Centre Operations Manager – US Campaign

    2 weeks ago

    Lahore, Punjab, Pakistan Techbridge Consultancy Services Full time 2,500,000 - 3,000,000 per year

    Job Title:Call Centre Operations Manager – US Campaign (Lahore)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-timeSalary: PKR 250,000 per monthIncentives: Attractive performance-based bonusesSchedule: Night shift...

  • Sales & Operations Manager – US Telecom

    2 weeks ago

    Lahore, Punjab, Pakistan Techbridge Consultancy Services Full time 250,000 per year

    Company Overview:We're seeking a Sales & Operations Manager – US Telecom to lead our team, drive performance, and help scale our operations.Job Details:Location: Lahore (On-site)Job Type: Full-timeSalary: PKR 250,000 per monthIncentives: Attractive performance-based bonusesSchedule: Night shift (07:00 PM-04:00 AM Pakistan Time)Key...

  • Call Centre Manager

    2 weeks ago

    Lahore, Punjab, Pakistan Outsourced BDR Full time 900,000 - 1,200,000 per year

    Location:RemoteEmployment Type:Full-TimeCompensation:Performance-based, with overrides on team resultsAbout the RoleWe are seeking a driven and experiencedOutbound Call Centre Managerto lead our appointment-setting campaigns. In this role, you will be responsible for building, training, and managing a high-performing team of outbound agents. Your success...

  • Call Center Operations Manager

    2 weeks ago

    Lahore, Punjab, Pakistan Grand City Full time 900,000 - 1,200,000 per year

    About the Role:We are seeking an experienced and dynamic professional to lead and establish ourCall Centre Operations. The successful candidate will be responsible for building the call centre team from the ground up, setting up processes, and driving operational excellence to ensure outstanding customer engagement and recovery performance.Key...

  • Recovery Call Centre Manager

    16 hours ago

    Lahore, Punjab, Pakistan Grand City Full time 900,000 - 1,200,000 per year

    Location: DHA LahoreJob Type: Full-TimeDepartment: Collections / RecoveryExperience: Minimum 5–7 years (with at least 2 years in a leadership role)Job Description:We are seeking an experienced and results-driven Recovery Call Centre Manager to lead and oversee the operations of our recovery call center. The successful candidate will be responsible for...

  • Social Media Marketing Specialist

    2 weeks ago

    Lahore, Punjab, Pakistan Vision Telecom (Pvt) Ltd Full time 600,000 - 1,200,000 per year

    Company DescriptionVision Telecom is Pakistan's premier licensed IT and Telecommunication Services provider and System Integrator, specializing in terrestrial network solutions nationwide. We offer innovative applications and high value-added services to telecom operators, internet service providers, and partners, enhancing performance, reducing costs, and...

  • Head of Operations

    1 week ago

    Lahore, Punjab, Pakistan US Mobile Full time 2,000,000 - 2,500,000 per year

    About US MobileUS Mobile is on a mission to revolutionize connectivity.Imagine a world where you can open one app and buy terabytes of data for every one of your devices — your phone, car, home broadband, and beyond. That's the future we're building: a software platform designed for the 21st century and the age of 5G and IoT — powered by world-class...

  • Call Centre Agent

    4 days ago

    Lahore, Punjab, Pakistan House of Tutors Full time 480,000 - 600,000 per year

    We are looking for energetic and customer-focused Call Centre Agents (experienced) to join our growing team. The role requires handling inbound/outbound calls, resolving customer queries, and providing excellent service. Candidates are expected to bring proven expertise in customer handling and communication.Key Responsibilities:Handle inbound and/or...

  • Telecom Specialist

    2 weeks ago

    Lahore, Punjab, Pakistan IRG Global Technologies Full time $104,000 - $130,878 per year

    Company DescriptionIRG Global is a software and marketing company specializing in setting up new businesses both on-ground and off-ground. We provide end-to-end solutions, including software development, digital marketing, branding, market research, and business consulting. Our services are designed to help entrepreneurs and businesses establish and grow...

  • Manager Network Planning and Design

    4 weeks ago

    Lahore, Punjab, Pakistan Vision Telecom (Pvt) Ltd Full time

    OverviewPosition: Manager Network Planning and DesignLocation: LahoreMinimum Experience: Minimum of 10 years of experience in network engineering, systems administration, or a similar role, preferably in the ICT/Telecom industry.Job Type: FULL TIMEOpenings: 1Education: Bachelor's degree in Computer Science, Information Technology, or a related...