bpo operations manager

Abacus Outsourcing

Job descriptionCompany IntroductionAbacus has been at the forefront of delivering innovative business solutions for nearly 35 years, empowering organizations to turn their visions into reality. With a strong emphasis on industry-specific solutions and technology-driven delivery, we are dedicated to helping our clients achieve leadership in their sectors. Our commitment to embracing change with vision, courage, and integrity makes us a trusted partner for our clients.Position: Assistant Manager BPO OperationsJob Description:Team Leadership and Management:Lead, motivate, and inspire a team of 100 BPO professionals, fostering a positive work environment, and encouraging individual growth and development.Set performance expectations, provide regular feedback, conduct performance evaluations, and implement appropriate recognition and corrective actions.Ensure effective resource planning, staffing, and allocation to meet client needs and operational requirements.Promote a culture of continuous learning, knowledge sharing, and collaboration within the team.Operational Excellence:Develop and implement strategies, policies, and procedures to optimize operational efficiency and quality standards, ensuring adherence to service level agreements (SLAs) and key performance indicators (KPIs).Monitor and analyze operational metrics, identify trends, and implement improvement initiatives to enhance productivity and customer satisfaction.Conduct regular performance reviews and analysis of team performance, identifying areas for improvement and implementing appropriate action plans.Proactively address operational challenges, resolve customer escalations, and ensure timely and effective issue resolution.Client Relationship Management:Collaborate closely with clients to understand their requirements, objectives, and expectations, ensuring alignment between service delivery and client needs.Maintain regular communication with clients to provide updates, address concerns, and build strong, long-term relationships.Conduct regular client meetings, prepare performance reports, and present insights and recommendations to drive continuous improvement and exceed client expectations.Process Improvement and Innovation:Identify process improvement opportunities and implement best practices to enhance operational efficiency, quality, and cost-effectiveness.Foster a culture of innovation, encouraging team members to suggest and implement new ideas, tools, and technologies to optimize operations and deliver enhanced customer experiences.Stay updated with industry trends, emerging technologies, and competitive landscape to identify opportunities for operational advancements and business growth.Job Specification:Bachelor&rsquo;s degree5+ Years post education experienceWorking Days: Monday to FridayBenefits:<ul><li>Weekly 2 Days Off</li><li>EOBI</li><li>Medical Life Insurance (IPD + OPD)</li><li>Annual, Casual and Sick Leaves (38)</li><li>Annual Increment (Performance based)</li></ul>At Abacus, we&rsquo;re not just a workplace; we&rsquo;re a community built on core values. As advocates of diversity and inclusion, we proudly stand as an Equal Opportunity Employer, ensuring equitable opportunities for all. We uphold the highest standards of accountability, encouraging every team member to take ownership of their work and contribute to our shared goals. Collaboration is fundamental to our success; we believe in the power of teamwork. We foster a culture of continuous learning, where curiosity is celebrated, and growth is nurtured. Respect and empathy guide our interactions, and we embrace bold ideas and open dialogue, believing that innovation flourishes in an environment of openness.Join us at Abacus, where our values not only define our work but also shape our identity as a community!Job Type: Full-timeApplication Question(s):<ul><li>Have you completed your bachelor's degree?</li></ul>Work Location: In person

Assistant Manager BPO Operations (International)

Concentrix

<div><h3 class="jobSectionHeader">1. Service Delivery &amp; Operations Management</h3><ul>
<li>Oversee day-to-day delivery of services across multiple programs or locations.</li>
<li>Ensure SLA/KPI adherence, process compliance, and performance consistency.</li>
<li>Lead capacity planning, forecasting, and resource optimization for assigned accounts.</li>
</ul><h3 class="jobSectionHeader">2. Client Relationship Management</h3><ul>
<li>Serve as the senior operational contact for client leadership.</li>
<li>Drive strong governance through regular reviews, insights, and performance updates.</li>
<li>Build long-term client trust and partnership to support operational stability and account longevity.</li>
</ul><h3 class="jobSectionHeader">3. Sales, Revenue &amp; Base Growth (New Section Added)</h3><ul>
<li>Identify and pursue upsell, cross-sell, and base growth opportunities within existing accounts.</li>
<li>Collaborate with Sales, Solutions, and Finance teams to prepare proposals, SOWs, and pricing.</li>
<li>Present operational enhancements and value-added solutions that can drive additional revenue.</li>
<li>Influence contract extensions and renewals through strong performance and relationship-building.</li>
<li>Track revenue performance and support achievement of quarterly/annual growth targets.</li>
</ul><h3 class="jobSectionHeader">4. People Leadership</h3><ul>
<li>Manage and mentor Operations Managers, Supervisors, and support teams.</li>
<li>Implement effective performance management, training, and engagement strategies.</li>
<li>Drive culture-building initiatives and ensure alignment with organizational values.</li>
</ul><h3 class="jobSectionHeader">5. Quality, Compliance &amp; Risk Management</h3><ul>
<li>Ensure adherence to process controls, compliance standards, and audit requirements.</li>
<li>Partner with Quality and Training to drive continuous improvement in service delivery.</li>
<li>Monitor risk indicators and implement mitigation strategies proactively.</li>
</ul><h3 class="jobSectionHeader">6. Continuous Improvement &amp; Transformation</h3><ul>
<li>Champion Lean, Six Sigma, automation, and digital transformation initiatives.</li>
<li>Identify process gaps and reduce inefficiencies through structured improvement plans.</li>
<li>Lead pilots, transitions, and adoption of new technologies where applicable.</li>
</ul><h3 class="jobSectionHeader">7. Financial Management</h3><ul>
<li>Support P&amp;L management for assigned accounts through cost control and productivity improvements.</li>
<li>Track operational budgets, headcount planning, and cost-saving initiatives.</li>
<li>Drive margin improvement and financial sustainability of accounts.</li>
</ul><h2 class="jobSectionHeader">Required Qualifications &amp; Experience</h2><ul>
<li>Bachelor&rsquo;s degree required; MBA preferred.</li>
<li>10&ndash;15+ years in BPO operations with at least 5 years in a senior leadership role.</li>
<li>Proven success in client management and cross-functional collaboration.</li>
<li>Experience identifying and driving revenue growth or account mining initiatives.</li>
<li>Strong understanding of operational metrics, automation, and quality frameworks.</li>
</ul><h2 class="jobSectionHeader">Key Skills &amp; Competencies</h2><ul>
<li>Excellent communication, executive presence, and influencing skills.</li>
<li>Strong analytical and business acumen, especially relating to revenue and cost drivers.</li>
<li>Ability to identify growth opportunities and convert them into business wins.</li>
<li>Expertise in performance management, WFM, and continuous improvement tools.</li>
<li>Strong stakeholder management and negotiation capabilities.</li>
</ul><h2 class="jobSectionHeader">Performance Indicators</h2><ul>
<li>SLA/KPI performance achievement</li>
<li>Client satisfaction (CSAT/NPS)</li>
<li>Revenue growth, base growth, and upsell success</li>
<li>Operational efficiency metrics (AHT, utilization, shrinkage, etc.)</li>
<li>Attrition and employee engagement scores</li>
<li>Cost management and margin improvement</li>
<li>Delivery of automation/CI initiatives</li></ul></div>

Associate Director Delivery

SARA INFOTECH

Job OverviewWe are looking for an experienced HR Manager / Senior HR Manager with a strong BPO recruitment background, where 80% of the role focuses on recruitment and 20% on HR operations. The ideal candidate should be target-driven, hands-on, and capable of managing high-volume hiring for BPO voice and non-voice processes.Key Responsibilities<ul><li>Lead end-to-end BPO recruitment for Voice.</li><li>Handle bulk &amp; lateral hiring for Call Center / BPO roles</li><li>Source candidates through job portals (Indeed, Naukri), social media, referrals, and walk-ins</li><li>Conduct screening, interviews, and final selection</li><li>Meet daily / weekly / monthly hiring targets</li><li>Coordinate with clients / internal stakeholders for manpower requirements</li><li>Maintain recruitment MIS, tracker reports, and hiring dashboards</li><li>Build and manage a team of recruiters (for Senior HR Manager role)</li><li>Employee onboarding and documentation</li><li>Offer letter, appointment letter, and joining formalities</li><li>Attendance, leave, and basic payroll coordination</li><li>Employee grievance handling and engagement activities</li><li>HR policy implementation and compliance support</li></ul>Required Skills &amp; Qualifications<ul><li>Proven experience as HR Manager / Sr HR Manager in BPO recruitment</li><li>Strong knowledge of voice &amp; non-voice hiring</li><li>Experience in high-volume hiring / mass recruitment</li><li>Excellent communication and people-management skills</li><li>Good knowledge of job portals &amp; recruitment strategies</li><li>Ability to work under targets and tight timelines</li></ul>Preferred Candidate Profile<ul><li>Experience in domestic BPO recruitment</li><li>Exposure to recruitment team handling</li><li>Immediate joiners preferred</li></ul>Job Types: Full-time, PermanentPay: ₹40,000.00 - ₹80,000.00 per monthBenefits:<ul><li>Health insurance</li><li>Paid sick time</li><li>Provident Fund</li></ul>Work Location: In person

HR Manager

Noah Pro Max

Location: Garden Town, Lahore Timings: 8pm - 5am (Nightshift) Salary: 150k - 200k + CommissionsJob Overview:We are seeking a highly motivated and results-driven Sales Manager with strong experience in BPO/Call Center sales. The ideal candidate will be responsible for leading the sales team, driving revenue growth, building strong client relationships, and ensuring the achievement of sales targets.Key Responsibilities:<ul><li>Develop and execute sales strategies to achieve monthly and quarterly revenue targets.</li><li>Lead, mentor, and motivate a team of sales executives to improve performance and achieve goals.</li><li>Identify new business opportunities and build a strong sales pipeline.</li><li>Manage end-to-end client communication including prospecting, pitching, closing deals, and onboarding.</li><li>Ensure high-quality customer interactions aligned with company standards.</li><li>Analyze sales reports and performance metrics to recommend improvements.</li><li>Collaborate with operations, marketing, and management to align targets and strategies.</li></ul>Requirements:<ul><li>3&ndash;5 years of sales manager experience in the BPO industry (mandatory).</li><li>Proven experience in managing a sales team within a call center/BPO environment.</li><li>Strong understanding of international sales processes (US campaigns preferred).</li><li>Excellent communication, negotiation, and client-handling skills.</li><li>Ability to work under pressure and achieve strict targets.</li><li>Strong analytical, reporting, and decision-making abilities.</li></ul>Job Type: Full-timePay: Rs150,000.00 - Rs200,000.00 per monthWork Location: In person

Sales Manager (8pm - 5am)(Nightshift)

The Assistant Manager &ndash; Quality Assurance plays a critical role in ensuring service excellence across BPO operations by monitoring, evaluating, and continuously improving the quality of customer interactions. This position supports the QA Manager in implementing quality frameworks, ensuring compliance with client and regulatory requirements, enhancing agent performance, and driving client satisfaction through data-driven analysis, coaching, and continuous improvement initiatives.Key Responsibilities<ul><li>Monitor and evaluate customer interactions (calls, chats, emails, and tickets) in line with defined quality standards, KPIs, and client SLAs.</li><li>Ensure strict adherence to internal SOPs, regulatory requirements, and client compliance guidelines.</li><li>Identify quality gaps, performance trends, and root causes, and recommend corrective and preventive actions.</li><li>Support, guide, and mentor QA Analysts to maintain consistency, accuracy, and calibration in evaluations.</li><li>Conduct regular calibration sessions with QA, Operations, and Training teams to align quality expectations.</li><li>Provide structured feedback, action plans, and coaching recommendations to improve agent performance.</li><li>Prepare, analyze, and share daily, weekly, and monthly quality performance reports with stakeholders.</li><li>Analyze quality metrics and trends to drive continuous process and performance improvements.</li><li>Present quality insights, risks, and improvement plans to management and clients when required.</li><li>Assist in client audits, internal quality reviews, and business review meetings.</li><li>Handle quality-related escalations in close coordination with Operations and relevant stakeholders.</li><li>Ensure client expectations, quality benchmarks, and service excellence standards are consistently met.</li></ul>Required Qualifications &amp; Skills<ul><li>At least Bachelor&rsquo;s degree in Business Administration, Management, or a related field (required).</li><li>Strong understanding of contact center QA frameworks, KPIs, SLAs, and compliance standards.</li><li>Excellent analytical, reporting, communication, and stakeholder management skills.</li><li>Proven ability to coach, mentor, and lead QA teams in a fast-paced BPO environment.</li><li>Proficiency in MS Excel, reporting tools, and QA monitoring systems.</li></ul>Experience<ul><li>3&ndash;5 years of experience in BPO / Contact Center Quality Assurance.</li><li>1&ndash;2 years in a Senior QA, QA Team Lead, or Assistant Manager role.</li></ul>Job Details<ul><li>Job Type: Full-time</li><li>Work Location: On-site / In-person</li></ul>Benefits<ul><li>Provident Fund (PF)</li><li>Medical Insurance</li><li>Performance-based Bonus</li><li>Annual Increment</li><li>Paid Leaves (as per company policy)</li></ul>How to ApplyInterested candidates may apply by sharing their updated CV at: hassan.saleem@abacus-global.com Job Type: Full-timePay: Rs150,000.00 - Rs200,000.00 per monthWork Location: In personApplication Deadline: 27/12/2025

Assistant Manager Call Center QA

AI Contact Marketing

Job Description:Job Title: CSR (Experience in any campaign)Location: On-site Industry: BPOJob Description:We are hiring experienced CSR for our BPO operations handling MVA. The ideal candidate will be responsible for verifying customer information, confirming eligibility, and ensuring compliance with campaign guidelines while maintaining high-quality communication standards.Key Responsibilities:<ul><li>Verify customer details accurately for MVA leads</li><li>Confirm customer consent, eligibility, and recorded statements as per compliance requirements</li><li>Maintain clear, professional, and confident communication in English</li><li>Follow scripts and compliance protocols strictly</li><li>Identify and flag invalid or non-compliant leads</li><li>Maintain accurate records and verification logs</li><li>Coordinate with QA and operations teams when required</li><li>Meet daily and monthly verification targets</li></ul>Requirements:<ul><li>Minimum 6 months to 1 year experience as a Verifier in BPO</li><li>Hands-on experience with MVA campaigns</li><li>Strong English communication skills (listening &amp; speaking)</li><li>Good understanding of compliance and call quality standards</li><li>Ability to work under pressure and meet targets</li><li>Punctual, disciplined, and team-oriented</li></ul>Benefits:<ul><li>Competitive salary package</li><li>Attractive bonuses &amp; commissions</li><li>Growth opportunities in a fast-growing BPO environment</li><li>Professional and supportive work culture</li></ul>Job Type: Full-timePay: Rs50,000.00 - Rs100,000.00 per monthWork Location: In person

Customer sales representative(CSR) experience in any campaign

AKY Services Pvt. Ltd

Join Call Co BPO as an HR Intern (Night Shift)Company: Call Co BPO Position: HR Intern Shift: Night Shift Location: On-siteAbout the Role Call Co BPO is offering an exciting opportunity for motivated and career-driven individuals to join our HR team as an HR Intern. This role is ideal for fresh graduates or students who want hands-on experience in human resources within a fast-paced call center environment. You&rsquo;ll gain practical exposure to recruitment, employee coordination, and HR operations while working closely with experienced HR professionals.Key Responsibilities<ul><li>Assist in end-to-end recruitment, including screening and interview coordination.</li><li>Maintain employee records, attendance, and HR documentation.</li><li>Support onboarding and orientation of new hires.</li><li>Coordinate with candidates and employees for HR-related matters.</li><li>Assist in maintaining HR databases and reports.</li><li>Support day-to-day HR operations and administrative tasks.</li></ul>Requirements<ul><li>Bachelor&rsquo;s degree (ongoing or completed) in Human Resources, Business Administration, or a related field.</li><li>Strong communication skills, especially in English.</li><li>Basic understanding of HR processes and recruitment.</li><li>Good organizational and time management skills.</li><li>Willingness to learn and work in a night shift environment.</li><li>Basic computer skills (MS Word, Excel).</li></ul>What We Offer<ul><li>Hands-on HR experience in a professional BPO environment.</li><li>Stipend up to 15,000 Rs /- to support in your traveling expanses.</li><li>Mentorship and learning opportunities from experienced HR professionals.</li><li>Career growth opportunities within the company.</li><li>Supportive and collaborative work culture.</li></ul>How to Apply Interested candidates can WhatsApp their resume at: 0333-9739861.At Call Co BPO, we believe in nurturing talent and building future HR professionals. Join us and start your HR career with real-world experience.Job Type: Full-timeEducation:<ul><li>Bachelor's (Preferred)</li></ul>Work Location: In person

HR Intern (Night Shift)

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