Assistant Manager Contact Center

6 days ago

Lahore, Punjab, Pakistan Abacus Outsourcing Full time 1,200,000 - 2,400,000 per year

Job Title: Assistant Manager Call Center Operations

Location: Lahore, Pakistan

Department: BPO Operations

Working Hours: Rotational Shifts

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.

3–5 years of experience in BPO operations, including 1–2 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.

Why Join Us?

At Abacus, you'll be part of a forward-thinking organization that values innovation, collaboration, and professional growth. This role offers a platform to lead impactful projects and make a real difference in operational success.

Ready to take the next step in your career?

"Please read the job description and requirements carefully before applying. Only apply if you meet the qualifications, as applying without meeting them may affect your eligibility for other positions."

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

We look forward to welcoming a passionate leader to our team

Job Type: Full-time

Pay: Up to Rs200,000.00 per month

Work Location: In person

  • Contact Center Team Lead

    1 week ago

    Lahore, Punjab, Pakistan Abacus Outsourcing Full time 1,320,000 per year

    About AbacusFor 40+ years, Abacus has been driving digital transformation with innovative business solutions, scalable services, and a culture built on integrity, collaboration, and growth.Role OverviewWe're looking for a Team Lead – Contact Center Operations to oversee daily BPO operations, ensure top-notch performance, and deliver exceptional customer...

  • Citizen Contact Center Agent

    2 weeks ago

    Lahore, Punjab, Pakistan HR Business Solutions Full time 250,000 - 500,000 per year

    Company DescriptionHR Business Solutions (HRBS) is a professional Human Resource and business consultancy partner based in Lahore. Our team combines traditional HR practices with customized solutions to address various business challenges. We prioritize integrity, confidentiality, and customer growth, striving to exceed client expectations with quality...

  • Trainer (Domestic Contact Center)

    1 week ago

    Lahore, Punjab, Pakistan Sybrid Careers Full time 900,000 - 1,200,000 per year

    Location: LahoreEducation: Intermediate/GraduationExperience: At least 02 years of experience for designing, delivering, and evaluating training programs for our call center representatives. Proven experience as a Call Center Trainer or similar role, preferably in a call center environment.Key Responsibilities:Develop comprehensive training programs for call...

  • Trainer (Domestic Contact Center)

    1 week ago

    Lahore, Punjab, Pakistan Sybrid Pvt Ltd - A Lakson Group Company Full time 480,000 - 600,000 per year

    Location: LahoreEducation: Intermediate/GraduationExperience: At least 02 years of experience for designing, delivering, and evaluating training programs for our call center representatives. Proven experience as a Call Center Trainer or similar role, preferably in a call center environment.Key Responsibilities:· Develop comprehensive training programs for...

  • Contact Centre

    2 weeks ago

    Lahore, Punjab, Pakistan Standard Chartered Bank Full time 600,000 - 1,200,000 per year

    Job ID: 37769Location: Lahore, PKArea of interest: Retail BankingJob type: Regular EmployeeWork style: Office WorkingOpening date: 26 Aug 2025Job SummaryThis role involves handling inbound calls to assist customers, address their queries and ensure excellent customer service are provided. It also includes providing outbound services or sales calls when...

  • Contact Centre

    2 weeks ago

    Lahore, Punjab, Pakistan Standard Chartered Full time 900,000 - 1,200,000 per year

    Job SummaryThis role involves handling inbound calls to assist customers, address their queries and ensure excellent customer service are provided. It also includes providing outbound services or sales calls when required. Strong communication skills and ability to work on rotational shifts and holidays are essential for this role.Key ResponsibilitiesHandle...

  • Assistant Manager Call Center

    2 weeks ago

    Lahore, Punjab, Pakistan Abacus Full time 2,280,000 per year

    "Please read the job description and requirements carefully before applying. Only apply if you meet the qualifications, as applying without meeting them may affect your eligibility for other positions."Department: BPO OperationsWorking Hours: Rotational ShiftsAre you a results-driven leader with a passion for operational excellence? Abacus is looking for an...

  • Assistant Manager Call Center Operations

    2 weeks ago

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

    About the RoleAbacus 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 ResponsibilitiesManage day-to-day operations across BPO projects (inbound/outbound/customer...

  • Call Center Sales Manager

    2 weeks ago

    Lahore, Punjab, Pakistan EFU Life Assurance Ltd. Full time 1,200,000 - 2,400,000 per year

    Company DescriptionEFU Life is the leading Life and Health Insurer and Family Takaful operator in Pakistan's private sector. Since 1992, EFU Life has earned a reputation as a trusted brand in providing comprehensive financial planning and protection solutions. We cultivate a culture that encourages growth, nurtures talent, and empowers individuals to strive...

  • Call Center Executive

    2 weeks ago

    Lahore, Punjab, Pakistan ABN Overseas Education Full time 300,000 - 600,000 per year

    Company DescriptionABN Overseas Education, founded by individuals with extensive exposure in overseas education, is one of the most specialized educational consultants in Pakistan. We provide exceptional opportunities by connecting students with top-ranking educational institutes worldwide. ABN is renowned for guiding students in making informed choices and...