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-time
  • Salary: PKR 250,000 per month
  • Incentives: Attractive performance-based bonuses
  • Schedule: Night shift (06:00 PM-03:00 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 (06:00 PM-03:00 AM Pakistan Time).

Job Type: Full-time

Application Question(s):

  • Do you have at least 5 years of experience managing large-scale call centre operations, specifically for U.S.-based sales campaigns (preferably in telecom, internet, or cable services)?
  • 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

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