Assistant Manager Call Center Operations

1 day ago

Lahore, Punjab, Pakistan Abacus Outsourcing Full time 200,000 per year

About the Role

Abacus is looking for a dynamic Assistant Manager – Call Center Operations to lead BPO projects, drive performance, and ensure top-quality service delivery. If you're passionate about operational excellence and team leadership, this role is for you.

Key Responsibilities

  • Manage day-to-day operations across BPO projects (inbound/outbound/customer service/back-office).
  • Monitor KPIs, SLAs & quality targets to ensure consistent performance.
  • Conduct team huddles, coaching sessions & performance reviews.
  • Collaborate with QA & Training to close skill gaps & improve results.
  • Analyze performance data & present actionable insights.
  • Handle client escalations & ensure timely resolutions.
  • Drive process improvements for efficiency & customer satisfaction.
  • Support workforce planning, scheduling & resource allocation.
  • Ensure compliance with company & industry standards.

Qualifications

  • Bachelor's/Master's in Business, Management, or related field.
  • 3–5 years BPO operations experience, with 1–2 years in a supervisory/AM role.
  • Strong knowledge of BPO workflows, KPIs & QA standards.
  • Excellent leadership, communication & analytical skills.
  • Proficiency in MS Office, CRM & performance dashboards.

Why Join Us?

  • Lead impactful projects in a growth-focused environment.
  • Exposure to diverse clients & dynamic operations.
  • Collaborative culture with professional development opportunities.

How to Apply

Send your CV to with the subject line: Application – Assistant Manager Call Center Operations.

Job Type: Full-time

Pay: Up to Rs200,000.00 per month

Application Question(s):

  • Do you have at least 3–5 years of BPO operations experience, including 1–2 years in a supervisory or assistant manager role?
  • Have you managed KPIs, SLAs, and performance reporting for call center teams before?
  • Are you comfortable working in rotational shifts and handling client escalations directly?

Work Location: In person

Application Deadline: 26/09/2025

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