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 our
Call 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 Responsibilities:

  • Establish and develop the call centre department, including hiring, training, and managing staff.
  • Design and implement operational strategies, policies, and procedures to ensure efficient workflows.
  • Develop and monitor performance metrics (KPIs) such as call handling time, recovery rate, conversion ratio, and customer satisfaction.
  • Lead daily operations, ensuring optimal staffing, scheduling, and resource allocation.
  • Build and maintain a high-performance culture through coaching, mentoring, and professional development of agents and team leaders.
  • Collaborate with Finance, Sales, Recovery, and IT departments to streamline call centre processes.
  • Ensure compliance with company policies, data protection regulations, and quality standards.
  • Handle escalations and resolve complex client or customer issues effectively.
  • Prepare and present operational reports, insights, and recommendations to senior management.
  • Identify and implement new technologies and tools to improve productivity and reporting.
  • Drive continuous improvement initiatives to enhance efficiency and service quality.

Requirements:

  • Bachelor's degree in Business Administration, Management, or a related field (Master's preferred).
  • 7+ years of experience in call centre operations, with at least 3 years in a leadership role.
  • Proven track record of building and scaling call centre teams.
  • Strong understanding of call centre technology (CRM systems, dialer software, call tracking).
  • Excellent leadership, people management, and motivational skills.
  • Strong problem-solving, analytical, and decision-making abilities.
  • Exceptional communication and interpersonal skills.
  • Ability to work under pressure and meet performance-driven targets.

What We Offer:

  • A challenging and rewarding leadership opportunity in a growing organization.
  • Competitive salary and benefits package.
  • Professional growth and career advancement.

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