Call Center Manager

Call Center Manager

• Location: Lahore, Punjab, Pakistan
• Job Type: Full-time
• Work Mode: On-site
• Schedule: Monday to Saturday, 9:30 AM – 6:00 PM
• Gender Preference: Male

About the Role

Scaleup Connect is hiring a Call Center Manager on behalf of its client. We are looking for an experienced operations leader responsible for overall call center performance, including team management, service quality, KPI achievement, customer satisfaction improvement, and cost control — ensuring efficient and stable day-to-day operations.

Key Responsibilities

• Oversee daily call center operations and ensure SLA compliance
• Define and monitor KPIs such as call answer rate, response time, and customer satisfaction
• Manage and train agents and team leaders to continuously improve performance
• Optimize call handling processes to enhance efficiency and customer experience
• Handle escalated customer complaints and critical issues
• Coordinate with sales, technical, and other departments
• Control operational costs and improve resource utilization
• Prepare regular reports and improvement plans

Requirements

• Diploma or above — Bachelor's degree preferred
• At least 4 years of call center experience, with 2+ years in a managerial role
• Familiar with call center KPIs and SLAs
• Strong leadership and communication skills
• Ability to work under pressure and solve problems effectively
• Proficient in MS Office and call center systems
• Good command of English (working proficiency required)

Preferred Qualifications

• Experience in e-commerce, after-sales, or technical support call centers
• Experience managing multilingual teams (English + Urdu) is a plus
• Familiarity with CRM systems such as Salesforce

Pay: Rs120,000.00 - Rs150,000.00 per month

Work Location: In person