Performance Manager – BPO Operations

About the Role
We are looking for a Performance Manager – BPO Operations to join our team in Karachi (onsite, night shift). The Performance Manager will be responsible for monitoring agent productivity, ensuring quality standards, meeting KPI targets, and using analytics to drive continuous improvement across BPO operations.

Key Responsibilities

• Monitor and evaluate agent performance against KPIs and SLA targets.
• Collaborate with QA teams to identify gaps and implement improvement plans.
• Analyze performance data and generate reports for management.
• Conduct coaching sessions, performance reviews, and provide feedback to agents and team leaders.
• Ensure compliance with company policies, client requirements, and industry standards.
• Drive initiatives to improve efficiency, customer satisfaction, and overall operational performance.

Requirements

• Bachelor’s degree in Business Administration, Management, or related field.
• 3–5 years of experience in BPO operations, performance management, or QA.
• Strong knowledge of KPIs, SLA management, and call center metrics.
• Proficiency in MS Excel/Power BI (or similar tools).
• Excellent leadership, communication, and analytical skills.
• Ability to work onsite in Karachi during the night shift.

Job Type: Full-time (Onsite, Night Shift)
Location: Karachi

Job Type: Full-time

Pay: Rs200,000.00 - Rs250,000.00 per month

Work Location: In person