Urwah Admin

Abacus Outsourcing

Position Overview:We are seeking a highly skilled and experienced Senior Manager &ndash; IT to lead our IT Department. This individual will act as the Head of IT, overseeing all aspects of IT infrastructure, networks, server configuration, VOIP systems, and vendor management. The ideal candidate will be responsible for ensuring smooth IT operations, implementing new technologies, and aligning IT strategies with business goals.Key Responsibilities:&middot; Lead and manage the IT Department, providing guidance and direction to the team.&middot; Oversee IT infrastructure, including hardware, software, networking, and system administration.&middot; Ensure proper server configuration, monitoring, and maintenance for business continuity.&middot; Manage VOIP systems and ensure seamless communication across the organization.&middot; Develop and implement IT policies, security protocols, and data protection measures.&middot; Establish and maintain strong relationships with vendors and service providers, negotiating contracts and ensuring SLA compliance.&middot; Monitor and troubleshoot system performance, ensuring high availability and disaster recovery readiness.&middot; Stay updated on emerging technologies and recommend solutions to improve business efficiency.&middot; Prepare and manage the IT budget, ensuring cost-effective solutions.&middot; Provide periodic reports and analysis to senior management on IT operations and improvements.Qualifications &amp; Skills:&middot; Bachelor&rsquo;s/Master&rsquo;s degree in Computer Science, Information Technology, or related field.&middot; 10&ndash;12 years of progressive experience in IT, with at least 5+ years in a managerial role.&middot; Strong expertise in networking, server configuration, and system administration.&middot; Hands-on experience with VOIP systems and enterprise-level IT operations.&middot; Proven track record of vendor management and contract negotiations.&middot; Excellent leadership, communication, and decision-making skills.&middot; Strong understanding of IT security protocols and compliance requirements.&middot; Ability to work under pressure and manage multiple projects simultaneously.Preferred Certifications (a plus):&middot; CCNA / CCNP (Cisco)&middot; MCSE / MCSA (Microsoft)&middot; ITIL Certification&middot; PMP (for IT project management)Job Type: Full-timePay: Up to Rs400,000.00 per monthWork Location: In person

Senior Manager - IT Technology Information

Shift Duration: 8 Hours (Full-Time)Job Description:We are looking for enthusiastic and fluent English-speaking candidates to join our International Campaign (UAE Market). The role requires handling customer queries, providing accurate information, and ensuring excellent service in a professional manner.Key Responsibilities:<ul><li>Handle inbound and outbound customer calls.</li><li>Respond to customer queries promptly and professionally.</li><li>Provide accurate product/service information to customers.</li><li>Maintain records of customer interactions.</li><li>Ensure customer satisfaction by delivering quality service.</li></ul>Requirements:<ul><li>Minimum education: Intermediate.</li><li>Fluent in English (spoken &amp; written).</li><li>Strong communication and interpersonal skills.</li><li>Ability to handle customer concerns with patience and professionalism.</li><li>Willingness to work in an 8-hour full-time shift.</li></ul>What We Offer:<ul><li>Competitive salary package.</li><li>Professional work environment.</li><li>Growth opportunities within the organization.</li><li>flexible shifts.</li></ul>Job Type: Full-timePay: Up to Rs60,000.00 per monthWork Location: In person

Customer Support specialist

Customer Support Executive (CSE)&mdash;Walk-in Interviews at Abacus BPO, IslamabadWe are hiring dynamic customer service representatives for our ongoing international project(s). Candidates must be proficient in the English language.Bring an updated CV and CNIC. Interviews will be conducted on the spot.<ul><li>Location: Plot No. 348-352, Street No. 5, Near Wilson, I-9/3, Islamabad, Pakistan.</li><li>Walk-in Dates: 28-Aug-2025.</li><li>Timings: 11:00 AM - 5:00 PM</li></ul>Roles Available:<ul><li>Inbound Calls</li><li>International Projects</li></ul>Requirements:<ul><li>Strong verbal proficiency in English language is a must</li><li>O' Levels A-Levels/Intermediate/Bachelor&rsquo;s or above</li></ul>* Prior experience is not required.Benefits:<ul><li>Competitive salary</li><li>Performance-based incentives</li><li>Career growth</li></ul>Working Hours:<ul><li>6 days a week</li><li>Rotational 8-hour shift</li></ul>Contact:<ul><li>Phone: 051 - 8746130</li><li>Email: hr.isb@abacus-global.com</li></ul>Job Type: Full-timePay: Rs50,000.00 - Rs60,000.00 per monthWork Location: In person

Customer Support Executive (CSE) - Walk in Interviews for International Projects

About the RoleAbacus is looking for a passionate and dynamic Assistant Manager &ndash; Training to join our growing BPO/Call Center operations. The ideal candidate will be responsible for designing, delivering, and driving impactful training programs that enhance agent performance, uplift customer experience, and align with organizational goals.Key Responsibilities<ul><li>Lead new hire, process, product, and soft skills training programs.</li><li>Conduct Training Needs Analysis (TNA) and close performance gaps.</li><li>Drive training effectiveness KPIs &ndash; certification, nesting success, and retention.</li><li>Coach and mentor trainers and team members to ensure consistent quality.</li><li>Collaborate with Operations, Quality, and Client teams to update training content.</li><li>Monitor and report on training effectiveness with data-driven insights.</li></ul>Ideal Candidate Profile<ul><li>4&ndash;6 years of Training &amp; Development experience in BPO/Call Center.</li><li>At least 2 years in a supervisory/assistant manager training role.</li><li>Strong expertise in facilitation, coaching, and people development.</li><li>Proven record in managing agent readiness, nesting, and training ROI.</li><li>Excellent communication, leadership, and stakeholder management skills.</li><li>Bachelor&rsquo;s degree (Master&rsquo;s preferred) &ndash; Certifications in TTT/L&amp;D a plus.</li></ul>Why Join Us?<ul><li>Shape the learning culture of a leading BPO.</li><li>Exposure to global clients &amp; dynamic business processes.</li><li>Growth-focused environment with career progression opportunities.</li></ul>If you&rsquo;re passionate about developing people, improving performance, and driving customer excellence&mdash;we&rsquo;d love to hear from you!Apply Now: Hassan.saleem@abacus-global.com#TrainingAndDevelopment #BPOTalent #CallCenterCareers #LearningAndDevelopment #BPOTraining #AssistantManager #PeopleDevelopment #CareerGrowth #CustomerExperience #L&amp;D #NowHiring #TrainingJobsJob Type: Full-timePay: Rs150,000.00 - Rs185,000.00 per monthApplication Question(s):<ul><li>Have you managed or supervised a team of trainers or training coordinators before?</li><li>Have you designed and delivered training programs specifically for a call center or BPO environment?</li><li>Do you have experience conducting Training Needs Analysis (TNA) and using data to close performance gaps?</li></ul>Work Location: In personApplication Deadline: 07/09/2025

Assistant Manager – Training (BPO/Call Center)

Key Responsibilities:<ul><li>Respond to customer queries via chat promptly and professionally.</li><li>Resolve issues or escalate when needed.</li><li>Maintain service quality and product knowledge.</li><li>Work in rotational/flexible shifts.</li></ul>Requirements:<ul><li>Good communication skills.</li><li>Flexible with shift timings.</li><li>Prior email support experience is a plus.</li></ul>Qualification: GraduationSkills: Good communication (written &amp; verbal), Flexible with shiftsExperience: 6 Months &ndash; 2 years is MandatoryJob Type: Full-timePay: Rs37,000.00 - Rs42,000.00 per monthEducation:<ul><li>Bachelor's (Required)</li></ul>Work Location: In person

Email Support Representative

Shift Duration: 5 Hours (Part-Time)Job Description:We are looking for enthusiastic and fluent English-speaking candidates to join our International Campaign (UAE Market). The role requires handling customer queries, providing accurate information, and ensuring excellent service in a professional manner.Key Responsibilities:<ul><li>Handle inbound and outbound customer calls.</li><li>Respond to customer queries promptly and professionally.</li><li>Provide accurate product/service information to customers.</li><li>Maintain records of customer interactions.</li><li>Ensure customer satisfaction by delivering quality service.</li></ul>Requirements:<ul><li>Minimum education: Intermediate.</li><li>Fluent in English (spoken &amp; written).</li><li>Strong communication and interpersonal skills.</li><li>Ability to handle customer concerns with patience and professionalism.</li><li>Willingness to work in a 5-hour part-time shift.</li></ul>What We Offer:<ul><li>Competitive salary package.</li><li>Professional work environment.</li><li>Growth opportunities within the organization.</li><li>Part-time flexible shifts.</li></ul>Job Type: Full-timePay: Rs35,000.00 - Rs40,000.00 per monthWork Location: In person

Customer Support Representative – International Campaign (Part-Time)

Job Title: Assistant Manager &ndash; Quality Assurance (Contact Centre Operations)Job Summary:We are seeking a detail-oriented and proactive Assistant Manager &ndash; Quality Assurance to oversee and improve the quality of our contact centre operations. The ideal candidate will be responsible for driving continuous improvement in customer interactions by leading quality monitoring, calibration sessions, training recommendations, and performance analytics. This role ensures that customer service representatives meet internal standards and deliver exceptional customer experiences.Key Responsibilities:<ul><li>Supervise and guide the QA team in evaluating customer interactions (calls, chats, emails) against defined quality parameters.</li><li>Monitor and analyze trends in agent performance, customer satisfaction, and quality scores.</li><li>Conduct regular calibration sessions with internal stakeholders to ensure scoring consistency.</li><li>Provide actionable insights and feedback to team leaders and training teams to bridge performance gaps.</li><li>Develop and implement QA frameworks, audit forms, and SOPs to ensure consistent service delivery.</li><li>Collaborate with operations, training, and compliance teams to ensure adherence to policies and procedures.</li><li>Assist in designing agent coaching plans and performance improvement programs.</li><li>Prepare quality reports and dashboards for senior management review.</li><li>Participate in recruitment, training, and performance reviews of QA analysts.</li><li>Ensure compliance with regulatory and data security standards (e.g., GDPR, HIPAA, etc., if applicable).</li></ul>Key Skills &amp; Qualifications:<ul><li>Bachelor&rsquo;s degree in any discipline (preferred: Business, Communications, or related field).</li><li>4+ years of experience in quality assurance within a contact centre environment.</li><li>At least 1-2 years in a supervisory or assistant manager role.</li><li>Strong knowledge of QA methodologies and contact centre metrics (AHT, CSAT, FCR, QA scores, etc.).</li><li>Excellent analytical, communication, and coaching skills.</li><li>Proficiency in QA tools and CRM platforms (e.g., NICE, Verint, Salesforce, Zendesk).</li><li>Familiarity with Six Sigma, COPC, or similar quality frameworks is a plus.</li><li>Ability to work in a fast-paced and dynamic environment.</li></ul>Location: Shaheen Complex, 1st floor, Egerton Road, Garhi Shahu, Lahore.Salary: Up to 200KWorking Days: Monday to FridayBenefits:<ul><li>Weekly 2 Days Off</li><li>EOBI</li><li>Medical Life Insurance (IPD + OPD)</li><li>Annual, Casual and Sick Leaves (38)</li><li>Annual Increment (Performance based)</li></ul>Job Type: Full-timePay: Up to Rs200,000.00 per monthEducation:<ul><li>Bachelor's (Preferred)</li></ul>Work Location: In person

Assistant Manager Quality Assurance - Contact Center)

Join Abacus Outsourcing and explore 7   exciting career opportunities. They're hiring for various roles with options for remote or on-site work. Apply today and become part of their innovative team.