Assistant Manager

Job Summary
Abacus is looking for a results-driven Assistant Manager for Call Center Operations to join our growing team in Lahore. This role presents a unique opportunity to lead and manage multiple BPO projects, ensuring exceptional service delivery while driving team performance. The ideal candidate will be a proactive leader with a solid background in BPO operations, capable of cultivating a culture of excellence and continuous improvement in a fast-paced environment.

Key Responsibilities
The Assistant Manager will oversee the daily operations of one or more BPO projects, which may include inbound and outbound calls, customer service, and back-office functions. A critical part of the role is monitoring team performance to consistently meet key performance indicators (KPIs), service level agreements (SLAs), and quality standards.

You will conduct daily team huddles, coaching sessions, and performance reviews to foster a high-performing culture. Collaboration with Quality Assurance and Training teams is essential to identify skill gaps and implement targeted improvement plans.

Analyzing performance data and preparing detailed reports with actionable insights for senior management will be a regular responsibility. Handling client escalations professionally and ensuring timely, effective resolution is also expected.

Driving process improvements to enhance operational efficiency and customer satisfaction is a key focus. Additionally, you will ensure compliance with company policies, regulatory requirements, and industry best practices. Supporting workforce planning activities such as scheduling, resource allocation, and attendance monitoring will round out your responsibilities.

Required Qualifications
Candidates should hold a Bachelor’s or Master’s degree in Business Administration, Management, or a related field. You must have between 3 to 5 years of experience in BPO operations, including at least 1 to 2 years in a supervisory or assistant managerial role.

A strong understanding of BPO workflows, KPIs, and quality assurance processes is essential. Excellent leadership, communication, and interpersonal skills are required to effectively manage teams and stakeholders.

The ability to prioritize and manage multiple tasks efficiently in a dynamic, fast-paced environment is critical. Proficiency in MS Office applications, CRM systems, and performance monitoring tools is also necessary.

Preferred Qualifications and Benefits
At Abacus, we foster a forward-thinking culture that values innovation, collaboration, and professional growth. This full-time position, based in Lahore, offers rotational shifts and a competitive salary range of Rs140,000 to Rs170,000 per month, reflecting the significance of this leadership role within our BPO operations.

Joining Abacus means becoming part of a team where your leadership can make a tangible impact on operational success. We encourage candidates to carefully review the job requirements before applying to ensure eligibility and maintain a fair recruitment process for all applicants.

If you are a passionate and motivated leader ready to take the next step in your call center operations career, we invite you to apply and contribute to our continued growth and excellence.