Call Center Manager

We are seeking an experienced Call Center Manager to lead and manage our call center operations supporting UK and USA campaigns. The successful candidate will have a proven track record of managing high-performing teams, achieving KPIs, improving operational efficiency, and developing staff.

Key Responsibilities

• Manage the day-to-day operations of the call center.
• Lead, motivate, and supervise a team of call center agents and team leaders.
• Develop and monitor daily, weekly, and monthly KPIs.
• Recruit, interview, hire, and onboard new call center staff.
• Plan and deliver training, coaching, and ongoing development programs.
• Conduct employee performance evaluations and appraisals.
• Monitor call quality and ensure compliance with company standards.
• Prepare and present daily, weekly, and monthly operational reports to senior management.
• Analyse performance metrics and recommend process improvements.
• Select, implement, and manage call center software, CRM systems, dialers, and reporting tools.
• Ensure productivity, service quality, and customer satisfaction targets are achieved.
• Resolve escalated customer issues and operational challenges.
• Work closely with senior management to achieve business objectives.

Requirements

• Minimum 5 years of call center experience, including at least 2 years in a managerial or supervisory role.
• Experience managing UK and/or USA campaigns.
• Proven experience leading teams of 20+ agents is preferred.
• Strong leadership, coaching, and people management skills.
• Excellent spoken and written English.
• Experience with CRM systems, predictive dialers, VoIP platforms, and call center software.
• Strong analytical skills with experience preparing operational reports and dashboards.
• Ability to manage recruitment, training, workforce planning, and performance management.
• Highly organised, target-driven, and capable of working in a fast-paced environment.

What We Offer

• Competitive salary package
• Performance-based bonuses
• Leadership development opportunities
• Professional working environment
• Long-term career progression

Work Location: Office-Based – Rawalpindi

Pay: From Rs70,000.00 per month

Work Location: In person