Manager for call centre

Job Title: EV Charger Operations Manager

Company: Nextgen Charge
Location: Islamabad/Rawalpindi (Office-based with flexibility)
Employment Type: Full-time

About the Role

Nextgen Charge is expanding rapidly, and we are looking for a highly organised EV Charger Operations Manager to run all day-to-day operations of our office. You will be responsible for managing sales, installations, customer support, scheduling, and technical processes to ensure smooth delivery of our EV charger services.

This role requires someone who can take ownership, think proactively, and ensure the business runs efficiently at all times.

Key Responsibilities Office & Operations Management

• Oversee and manage all day-to-day operations within the office.
• Ensure smooth workflow between sales, customer service, technicians, and finance.
• Manage incoming leads, assign tasks, and ensure efficient follow-up.
• Monitor and improve operational processes and standards.
• Keep organised records of installations, service calls, warranties, and customer accounts.

Customer & Technical Support Oversight

• Supervise the support team and ensure all customer issues are handled quickly and professionally.
• Oversee troubleshooting calls and ensure correct diagnosis procedures are followed.
• Coordinate with our technical expert for escalated issues.
• Maintain a high level of customer satisfaction throughout the entire customer journey.

Installation & Technician Coordination

• Schedule installations and allocate jobs efficiently to field engineers.
• Ensure installers have full job details, parts, and equipment before attending.
• Track job progress and confirm all installations meet compliance and quality standards.
• Monitor stock levels of chargers, parts, and accessories.

Team Leadership

• Lead, train, and support office staff to ensure consistent performance.
• Hold daily or weekly meetings to track team progress and priorities.
• Resolve internal issues and act as the main point of contact across departments.
• Support onboarding of new employees and ensure training materials are up to date.

Administrative & Compliance Duties

• Manage documents such as installation forms, grants, invoices, and certificates.
• Ensure compliance with all regulatory requirements (including OZEV where applicable).
• Work closely with finance to ensure invoices are sent and payments collected.
• Prepare reports on performance, operations, and KPIs for senior management.

Process Improvement

• Develop better systems for lead management, scheduling, and customer communication.
• Identify operational bottlenecks and implement solutions.
• Introduce new tools or software to improve efficiency (CRM, scheduling tools, VoIP systems, etc.).

Skills & Requirements

• Strong organisational and leadership skills.
• Experience managing operations or running an office.
• Excellent communication—written and verbal.
• Strong problem-solving and decision-making ability.
• Comfortable with technology, CRM systems, and scheduling tools.
• Ability to stay calm under pressure and manage multiple tasks at once.
• Experience in EV, electrical, telecoms, or similar industries is desirable but not required.

What We Offer

• Competitive salary with growth-based bonuses.
• Full training on EV systems, chargers, and internal processes.
• Opportunity to grow into senior operations leadership roles.
• Supportive team environment with clear progression structure

Job Type: Full-time

Pay: Rs60,000.00 - Rs100,000.00 per month

Work Location: In person