Assistant Manager Call Center Operations

4 days ago

Lahore, Punjab, Pakistan Abacus Outsourcing Full time $24,000 - $48,000 per year

Job Title: Assistant Manager Call Center Operations

Working Hours: Rotational Shifts

Description:

Are you a results-driven leader with a passion for operational excellence? Abacus is looking for an experienced and dynamic Assistant Manager Call Center Operations to join our growing team in Lahore. This is an exciting opportunity to take a key role in managing BPO projects, driving team performance, and ensuring outstanding service delivery to our clients.

Key Responsibilities:

Oversee day-to-day operations of one or more BPO projects (inbound/outbound/customer service/back-office).

Monitor team performance to ensure KPIs, SLAs, and quality targets are consistently met.

Conduct daily team huddles, coaching sessions, and performance reviews to foster a high-performing culture.

Collaborate closely with QA and Training teams to identify skill gaps and deliver targeted improvement plans.

Analyze performance data and prepare detailed reports with actionable insights for senior management.

Handle client escalations with professionalism and ensure timely resolution.

Drive process improvements to enhance operational efficiency and customer satisfaction.

Ensure compliance with company policies, regulatory standards, and industry best practices.

Support workforce planning including scheduling, resource allocation, and attendance tracking.

Qualifications & Requirements:

Bachelor's/Master's degree in Business Administration, Management, or a related field.

4–6 years of experience in BPO operations, including 2–3 years in a supervisory or assistant managerial role.

Strong grasp of BPO workflows, KPIs, and quality assurance standards.

Excellent leadership, communication, and interpersonal skills.

Ability to thrive in a fast-paced, dynamic environment and manage competing priorities.

Proficiency in MS Office, CRM systems, and performance monitoring dashboards.

Job Type: Full-time

Education:

  • Bachelor's (Required)
  • Master's (Preferred)

Experience:

  • Minimum BPO Operations Managing: 2 years (Required)

Work Location: Lahore, In person

Job Type: Full-time

Pay: Up to Rs200,000.00 per month

Work Location: In person

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