Assistant Manager BPO Operations

Information Process Solutions (IPS) is looking for a dynamic, process-driven, and performance-oriented Assistant Manager BPO Operations to oversee and improve operational excellence across multiple BPO campaigns. This role requires strong leadership, process optimization expertise, and the ability to ensure consistent service delivery across projects.

If you excel in managing teams, improving workflows, and driving KPIs, we’d love to speak with you.

Location: IPS Campus, Opp. PEL Factory, Qainchi Stop, Blue Gate (Old Daraz Warehouse), Ferozepur Road, Lahore

Seniority Level: Middle Management

Experience Required: Minimum 5 Years

Qualification: BS/MS in Business Administration or a relevant field

Major Job Responsibilities

Operational Leadership & Process Standardization

• Develop, streamline, and implement SOPs to standardize BPO operations across campaigns.
• Ensure seamless workflow execution and eliminate operational gaps.
• Oversee day-to-day operations and ensure alignment with service-level expectations.
• Ensure processes meet compliance requirements and organizational standards.

Sales & Revenue Growth

• Monitor key performance metrics to drive sales conversions and meet revenue targets.
• Collaborate with Campaign Heads to design performance-driven strategies.
• Track daily/weekly/monthly sales performance and recommend improvements.
• Ensure consistent achievement of revenue KPIs.

Floor Management & Discipline

• Maintain discipline, productivity, and professional conduct across the floor.
• Ensure agents meet customer-handling and campaign expectations.
• Lead daily operational routines and ensure timely resolution of performance issues.

Agent Monitoring & Performance Enhancement

• Conduct call audits, evaluations, and coaching sessions.
• Identify skill gaps and coordinate with HR/L&D for training.
• Improve communication standards, including accent and clarity.
• Support communication and sales enhancement trainings.

Quality Assurance & Compliance

• Ensure QA standards are consistently maintained across all workflows.
• Implement feedback loops and quality-control measures.
• Ensure accuracy in agent output and maintain strong QA scores.

Campaign Management & Coordination

• Support Campaign Heads in optimizing campaign processes.
• Ensure achievement of campaign-level KPIs.
• Assist in improving inbound/outbound call flows.

New Campaign Initialization & Transition

• Work with senior leadership to plan, launch, and transition new campaigns.
• Ensure operational readiness including workforce planning.
• Oversee smooth transition from development to live operations.
• Monitor new campaign performance and suggest improvements.

Reporting & Analysis

• Generate daily, weekly, and monthly performance reports.
• Share insights on agent performance, campaign health, and operational bottlenecks.
• Provide data-driven recommendations for improving efficiency.

Required Knowledge, Skills, and Abilities

• Strong understanding of BPO operations, call center processes, and campaign management.
• Proven leadership, team management, and discipline enforcement skills.
• Excellent analytical, reporting, and problem-solving capabilities.
• Ability to work collaboratively with HR, L&D, Marketing, IT, and senior leadership.
• Strong communication and coaching abilities.
• Experience in SOP creation and process standardization.

Compensation and Benefits

IPS offers a performance-driven work culture along with:

• Market-competitive salary
• Health insurance (IPD & OPD)
• Provident fund
• Bi-annual and annual increments
• Fuel card and subsidized meal
• In-house gym and recreational activities
• Growth and leadership development opportunities

Our Culture

At IPS, we value operational excellence, strong leadership, and professional growth. We offer an inclusive, collaborative environment where innovation and discipline drive success.

How to Apply

Interested candidates are encouraged to apply by sending their resume to shazal.javaid@ipscloud.co

or directly via WhatsApp: https://wa.me/923360777105

Job Type: Full-time

Pay: Rs300,000.00 - Rs450,000.00 per month

Application Question(s):

• Do you have at least 5 years of experience in BPO Operations or Call Center Management?
• Have you previously managed teams, floor operations, or campaign performance in a BPO environment?
• Do you have experience creating or implementing SOPs for operational standardization?
• Are you experienced in monitoring KPIs, QA standards, and performance metrics for BPO teams?

Location:

• Lahore (Required)

Work Location: In person