Call Center Manager

Job Description:

We are looking for an experienced and results-driven Call Center Manager to lead and manage our call center operations. The ideal candidate will be responsible for ensuring high performance, productivity, and quality standards while maintaining excellent customer satisfaction.

Key Responsibilities:

• Manage daily call center operations and ensure smooth workflow
• Lead, train, and motivate team leads and call center agents
• Monitor KPIs, call quality, performance metrics, and attendance
• Develop strategies to improve productivity, sales, and customer satisfaction
• Handle escalated customer issues and ensure timely resolution
• Prepare daily, weekly, and monthly performance reports
• Implement SOPs, policies, and performance improvement plans
• Coordinate with senior management to meet business targets
• Ensure compliance with company standards and call center best practices

Requirements:

• 4–5 years of proven experience as a Call Center Manager or similar role
• Strong leadership and team management skills
• Excellent communication and problem-solving abilities
• Experience with inbound/outbound call center operations
• Ability to analyze performance data and drive improvements
• Proficient in MS Office and call center CRM tools
• Ability to work evening shifts (1 PM – 10 PM)

What We Offer:

• Competitive salary package (PKR 70,000 – 100,000)
• Professional and growth-oriented work environment
• Performance-based incentives
• Career development opportunities

Pay: Rs70,000.00 - Rs100,000.00 per month

Education:

• Bachelor's (Required)

Experience:

• Outbound International Call center: 3 years (Required)

Language:

• English (Required)

Work Location: In person