Operations Manager

2 weeks ago

Islamabad, Islamabad, Pakistan Facilitative Employment Services (Private) LIMITED Full time 1,200,000 - 2,400,000 per year

Key Responsibilities:

  • Oversee day-to-day BPO operations to ensure smooth workflow and adherence to client requirements.
  • Manage a team of Supervisors, Team Leads, and Agents to meet performance metrics (KPIs, SLAs, Quality, Productivity).
  • Develop and implement operational strategies to improve efficiency, reduce costs, and enhance service quality.
  • Monitor performance reports and conduct regular reviews to identify gaps and implement corrective actions.
  • Collaborate with clients and internal departments to ensure project deliverables are met on time.
  • Train, mentor, and motivate teams to achieve individual and organizational goals.
  • Ensure compliance with company policies, data security standards, and regulatory requirements.
  • Handle escalations effectively and maintain strong client relationships.
  • Prepare and present weekly/monthly operational reports to senior management.

Requirements:

  • Bachelor's degree in Business Administration, Management, or a related field (Master's preferred).
  • 5+ years of experience in BPO operations management, with at least 2 years in a leadership role.
  • Strong understanding of call center operations, workforce management, and performance metrics.
  • Excellent leadership, problem-solving, and decision-making skills.
  • Strong communication and client management abilities.
  • Proficiency in MS Office and CRM/Contact Center tools.
  • Ability to work in a fast-paced, dynamic environment and manage multiple priorities.

Job Type: Full-time

Pay: Rs100, Rs200,000.00 per month

Work Location: In person

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