Assistant Manager- Customer Services

Abacus is seeking a highly organized and performance-focused Assistant Manager – Customer Services to support the effective delivery of call center and back-office operations. The successful candidate will assist in managing operational performance, ensuring service excellence, and maintaining strong client and team relationships.

Key Responsibilities

• Support the management of daily BPO operations across inbound, outbound, customer service, and back-office projects.
• Monitor operational performance to ensure KPIs, SLAs, and quality standards are consistently achieved.
• Provide operational guidance, coaching, and performance feedback to team leaders and agents.
• Collaborate with Quality Assurance and Training teams to identify development needs and implement improvement initiatives.
• Analyze performance metrics and prepare structured reports for senior management review.
• Address client and operational escalations in a timely and professional manner.
• Assist in driving process improvements to enhance efficiency, service quality, and customer satisfaction.
• Ensure strict adherence to company policies, regulatory requirements, and industry best practices.
• Support workforce management activities, including scheduling, attendance monitoring, and resource planning.

Qualifications & Requirements

• Bachelor’s degree in Business Administration, Management, or a related discipline (Required).
• 4–6 years of experience in BPO or call center operations.
• Minimum 2 years of experience in a supervisory or assistant managerial role.
• Strong knowledge of BPO operational workflows, KPIs, SLAs, and quality assurance frameworks.
• Excellent leadership, communication, and stakeholder management skills.
• Ability to operate effectively in a fast-paced and performance-driven environment.
• Proficiency in MS Office, CRM platforms, and performance reporting tools.

Experience Required

• Managing BPO / Call Center Operations: Minimum 2 years (Required)

Work Location: In-person – Lahore

Job Type: Full-time

Work Location: In person