Head of Operations- Call Centre ( Islamabad)

Company Description

Abacus has been delivering advanced business solutions for over 35 years, enabling organizations to achieve their full potential. Our offerings combine leading business practices with cutting-edge technologies, underpinned by a collaborative approach that creates long-term value for our clients.

Role Overview

The Head of Operations is responsible for providing strategic and operational leadership across BPO campaigns. This role will oversee end-to-end operations, drive operational excellence, strengthen client partnerships, and lead high-performing teams to consistently exceed service delivery expectations.

Key Responsibilities Strategic & Operational Leadership

• Define and execute operational strategies aligned with organizational goals and client expectations.
• Establish governance frameworks, policies, and standard operating procedures to ensure operational efficiency, scalability, and compliance with SLAs and KPIs.
• Oversee multi-site and multi-client operations, ensuring optimal resource utilization and cost efficiency.
• Monitor operational performance through data-driven insights, identifying risks, trends, and opportunities for continuous improvement.

People Leadership & Talent Management

• Lead, mentor, and inspire senior managers and cross-functional teams, fostering a culture of accountability, collaboration, and high performance.
• Drive workforce planning, capacity management, and succession planning to support current and future business needs.
• Champion employee development through coaching, performance management, and continuous learning initiatives.
• Build a strong leadership pipeline and promote engagement, retention, and organizational culture.

Client Relationship & Stakeholder Management

• Act as a senior point of contact for international clients, ensuring alignment between business objectives and operational delivery.
• Build and maintain long-term strategic partnerships through regular governance meetings, performance reviews, and executive-level communication.
• Present operational insights, performance dashboards, and strategic recommendations to internal and external stakeholders.
• Proactively manage escalations and ensure timely resolution of critical client and operational issues.

Process Improvement & Innovation

• Lead large-scale process improvement initiatives to enhance efficiency, quality, and customer experience while optimizing costs.
• Promote innovation by leveraging emerging technologies, automation, and industry best practices.
• Stay informed on market trends, competitive dynamics, and technological advancements to drive operational excellence and business growth.

Job Specifications

• Bachelor’s degree (Master’s degree preferred)
• 8–12+ years of overall experience, with significant experience in senior operational leadership roles
• Proven track record in managing international BPO campaigns or global service delivery operations
• Strong strategic thinking, leadership, communication, and stakeholder management skills
• Ability to thrive in a fast-paced, dynamic environment and manage complex, multi-priority operations

Benefits:

• Weekly 2 Days Off
• EOBI
• Medical Life Insurance (IPD + OPD)
• Annual, Casual and Sick Leaves
• Annual Increment (Performance based)
• Ramadan Bonus
• Fuel
• Provident Fund

Job Type: Full-time

Pay: Rs250,000.00 - Rs300,000.00 per month

Work Location: In person