Assistant Manager

Abacus

گزشتہ کل شائع ہوئی 61 نے دیکھا Report Job

PKR. 140,000 - 140,000/Month

Job Summary
Abacus is looking for a results-driven Assistant Manager for Call Center Operations to join our Lahore team. This role presents a unique opportunity to lead and manage BPO projects while driving team performance and ensuring top-tier service delivery to our clients. The successful candidate will oversee daily operations across inbound, outbound, customer service, or back-office projects. This position demands operational excellence in a fast-paced, dynamic environment with rotational shifts.

Key Responsibilities
The Assistant Manager will be responsible for managing the day-to-day operations of one or more BPO projects, ensuring seamless workflow and strict adherence to service standards. Monitoring team performance against KPIs, SLAs, and quality benchmarks is essential to consistently meet and exceed targets. Daily team huddles, coaching sessions, and performance reviews will be conducted to foster a motivated, high-performing team culture.

Collaboration with Quality Assurance and Training departments is crucial to identify skill gaps and implement targeted development plans. The role requires analyzing operational data and preparing detailed reports with actionable insights to support senior management’s decision-making processes. Handling client escalations professionally and ensuring timely resolution is key to maintaining client satisfaction.

The Assistant Manager will also drive continuous process improvements aimed at enhancing operational efficiency and customer experience. Ensuring compliance with company policies, regulatory requirements, and industry best practices is mandatory. Additionally, the role supports workforce planning activities such as scheduling, resource allocation, and attendance management.

Required Qualifications
Candidates must hold a Bachelor’s or Master’s degree in Business Administration, Management, or a related field. A minimum of 3 to 5 years of experience in BPO operations is required, including at least 1 to 2 years in a supervisory or assistant managerial role. A strong understanding of BPO workflows, key performance indicators, and quality assurance standards is essential.

The ideal candidate will demonstrate excellent leadership skills along with effective communication and interpersonal abilities. The ability to manage multiple priorities and perform efficiently in a fast-paced, dynamic environment is critical. Proficiency in MS Office applications, CRM platforms, and performance monitoring tools is also required.

Preferred Qualifications and Benefits
At Abacus, we foster a culture of innovation, collaboration, and continuous professional development. This role offers a platform to lead impactful projects and make significant contributions to operational success. The position is full-time, based in Lahore, with in-person work requirements and rotational shifts.

The monthly salary range for this role is Rs140,000 to Rs170,000. Candidates are encouraged to thoroughly review the job description and qualifications to ensure they meet eligibility criteria before applying. We look forward to welcoming a passionate and dedicated leader to our team who is committed to driving excellence in call center operations.