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customer service representative Jobs in Lahore

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Techbridge Consultancy Services

Job Title: Telecom Call Centre Operations Manager &ndash; US MarketCompany Overview: We&rsquo;re seeking a seasoned Call Centre Operations Manager to lead our team, drive performance, and help scale our operations.Job Details:<ul><li>Location: Lahore (On-site)</li><li>Job Type: Full-time</li><li>Salary: PKR 250,000 per month</li><li>Incentives: Attractive performance-based bonuses</li><li>Schedule: Night shift (07:00 PM-04:00 AM Pakistan Time)</li></ul>Key Responsibilities<ul><li>Leadership &amp; Team Management</li><li>Oversee and manage a team of call center agents</li><li>Hire, train, and develop team leads and high-performing agents.</li><li>Foster a positive, performance-driven culture through coaching, mentoring, and leadership.</li><li>Operational Excellence</li><li>Ensure smooth day-to-day operations of the call center floor.</li><li>Establish and maintain standard operating procedures (SOPs).</li><li>Conduct regular team meetings, performance reviews, and calibration sessions.</li><li>Performance Monitoring &amp; Reporting</li><li>Track, analyze, and report on key performance indicators (KPIs) such as conversion rate, AHT, FCR, CSAT, attendance, and productivity.</li><li>Utilize CRM and reporting tools to identify trends, opportunities, and areas for improvement.</li><li>Drive continuous improvement initiatives using data insights and feedback.</li><li>Sales Strategy &amp; Campaign Management</li><li>Manage outbound/inbound sales campaigns for US-based Internet and TV services.</li><li>Coordinate with marketing and product teams to implement scripts, promotions, and sales tactics.</li><li>Optimize agent performance to achieve and exceed sales targets.</li><li>Client &amp; Stakeholder Engagement</li><li>Communicate regularly with US clients and internal stakeholders.</li><li>Deliver progress updates, resolve escalations, and align operations with client expectations.</li><li>Maintain high client satisfaction through operational consistency and transparency.</li></ul>Required Qualifications<ul><li>Minimum 5 years of experience in managing large-scale call center operations.</li><li>Proven success in leading U.S. sales campaigns, especially in telecom/internet/cable services.</li><li>Strong understanding of call center KPIs, WFM, CRM tools, and reporting dashboards.</li><li>Demonstrated ability to hire, train, and motivate large teams to exceed performance goals.</li><li>Excellent communication, leadership, and conflict-resolution skills.</li><li>Strong problem-solving mindset with the ability to work under pressure.</li><li>Fluency in English &ldquo;US accent&rdquo; (spoken and written) is essential.</li><li>Willingness to work night shifts (07:00 PM-04:00 AM Pakistan Time).</li></ul>Job Type: Full-timeApplication Question(s):<ul><li>Do you have 5+ years of experience managing large-scale U.S. sales call centre operations in telecom, internet, or cable?</li><li>Can you share an example of how you have successfully improved KPIs such as conversion rate, CSAT, or AHT in your previous role?</li><li>Are you comfortable working night shifts (07:00 PM &ndash; 04:00 AM Pakistan Time) on a full-time basis?</li><li>How would you rate your English communication skills, particularly your ability to communicate fluently in a U.S. accent with both clients and team members?</li></ul>Work Location: In person

Telecom Call Centre Operations Manager – US Market

Company Overview: We&rsquo;re seeking a Sales &amp; Operations Manager &ndash; US Telecom to lead our team, drive performance, and help scale our operations.Job Details:<ul><li>Location: Lahore (On-site)</li><li>Job Type: Full-time</li><li>Salary: PKR 250,000 per month</li><li>Incentives: Attractive performance-based bonuses</li><li>Schedule: Night shift (07:00 PM-04:00 AM Pakistan Time)</li></ul>Key Responsibilities<ul><li>Leadership &amp; Team Management</li><li>Oversee and manage a team of call center agents</li><li>Hire, train, and develop team leads and high-performing agents.</li><li>Foster a positive, performance-driven culture through coaching, mentoring, and leadership.</li><li>Operational Excellence</li><li>Ensure smooth day-to-day operations of the call center floor.</li><li>Establish and maintain standard operating procedures (SOPs).</li><li>Conduct regular team meetings, performance reviews, and calibration sessions.</li><li>Performance Monitoring &amp; Reporting</li><li>Track, analyze, and report on key performance indicators (KPIs) such as conversion rate, AHT, FCR, CSAT, attendance, and productivity.</li><li>Utilize CRM and reporting tools to identify trends, opportunities, and areas for improvement.</li><li>Drive continuous improvement initiatives using data insights and feedback.</li><li>Sales Strategy &amp; Campaign Management</li><li>Manage outbound/inbound sales campaigns for US-based Internet and TV services.</li><li>Coordinate with marketing and product teams to implement scripts, promotions, and sales tactics.</li><li>Optimize agent performance to achieve and exceed sales targets.</li><li>Client &amp; Stakeholder Engagement</li><li>Communicate regularly with US clients and internal stakeholders.</li><li>Deliver progress updates, resolve escalations, and align operations with client expectations.</li><li>Maintain high client satisfaction through operational consistency and transparency.</li></ul>Required Qualifications<ul><li>Minimum 5 years of experience in managing large-scale call center operations.</li><li>Proven success in leading U.S. sales campaigns, especially in telecom/internet/cable services.</li><li>Strong understanding of call center KPIs, WFM, CRM tools, and reporting dashboards.</li><li>Demonstrated ability to hire, train, and motivate large teams to exceed performance goals.</li><li>Excellent communication, leadership, and conflict-resolution skills.</li><li>Strong problem-solving mindset with the ability to work under pressure.</li><li>Fluency in English &ldquo;US accent&rdquo; (spoken and written) is essential.</li><li>Willingness to work night shifts (07:00 PM-04:00 AM Pakistan Time).</li></ul>Job Type: Full-timeApplication Question(s):<ul><li>Do you have 5+ years of experience managing large-scale U.S. sales call centre operations in telecom, internet, or cable?</li><li>Can you share an example of how you have successfully improved KPIs such as conversion rate, CSAT, or AHT in your previous role?</li><li>Are you comfortable working night shifts (07:00 PM &ndash; 04:00 AM Pakistan Time) on a full-time basis?</li><li>Which sales strategies or scripts have worked best for US telecom/cable campaigns?</li></ul>Work Location: In person

Sales & Operations Manager – US Telecom

Sigma System Syndicate

Job Summary:The Call Center Team Lead/Supervisor is responsible for managing, coaching, and motivating a team of customer service representatives to deliver exceptional service and achieve performance targets. The role involves monitoring daily operations, ensuring adherence to processes, handling escalations, and driving continuous improvement in customer experience and team efficiency.Key Responsibilities:Team Management &amp; Supervision<ul><li>Lead, supervise, and support a team of call center agents.</li><li>Monitor team performance and provide regular feedback, coaching, and mentoring.</li><li>Schedule shifts, manage attendance, and ensure staffing adequacy.</li></ul>Performance Monitoring<ul><li>Track KPIs such as call quality, AHT (Average Handling Time), CSAT (Customer Satisfaction), and SLA adherence.</li><li>Conduct call audits and performance evaluations.</li><li>Prepare daily/weekly/monthly performance reports.</li></ul>Customer Service Excellence<ul><li>Handle escalated customer calls and resolve issues effectively.</li><li>Ensure agents maintain professionalism, empathy, and adherence to company standards.</li><li>Identify process gaps and recommend solutions for better customer experience.</li></ul>Training &amp; Development<ul><li>Conduct regular training and refresher sessions for agents.</li><li>Support new hires in onboarding and skill development.</li><li>Promote a positive work environment that motivates the team.</li></ul>Operations &amp; Compliance<ul><li>Ensure adherence to company policies, call scripts, and quality standards.</li><li>Coordinate with other departments to resolve customer issues.</li><li>Maintain compliance with data protection and regulatory requirements.</li></ul>Required Skills &amp; Qualifications:<ul><li>Bachelor&rsquo;s degree (preferred) or equivalent work experience.</li><li>2&ndash;4 years of experience in a call center environment, with at least 1&ndash;2 years in a supervisory/team lead role.</li><li>Strong leadership, coaching, and team management skills.</li><li>Excellent communication, problem-solving, and conflict resolution abilities.</li><li>Proficiency in call center software/CRM tools and MS Office.</li><li>Ability to work under pressure, multitask, and meet targets.</li><li>Knowledge of call center KPIs and operational metrics.</li></ul>Key Competencies:<ul><li>Leadership &amp; People Management</li><li>Customer-Centric Mindset</li><li>Analytical &amp; Reporting Skills</li><li>Time Management &amp; Prioritization</li><li>Adaptability &amp; Continuous Improvement</li></ul>Job Type: Full-timePay: Rs70,000.00 - Rs90,000.00 per monthWork Location: In person

TEAM LEAD / SUPERVISOR - CALL CENTER

Northstar Cafe

Position: Sales &amp; Operations Leader Location: Johar Town, Lahore, Pakistan Reports To: CEORole OverviewWe are seeking a highly driven and experienced Sales &amp; Operations Leader to spearhead our Used Cooking Oil (UCO) collection project in Lahore. This role requires a proven leader with deep BPO/call center management expertise, hardcore sales acumen, and the ability to drive revenue growth by engaging and closing clients&mdash;particularly in the US market. The candidate will also oversee end-to-end operations, ensuring efficiency, scalability, and compliance within the UCO business.This is a strategic leadership position that demands strong people management, process design, and business development skills to establish Lahore as a high-performing hub for the project.Key ResponsibilitiesSales &amp; Business Development<ul><li>Drive hardcore outbound sales targeting US-based clients, including restaurants, food processors, and distributors.</li><li>Build and manage a sales playbook with scripts, objection handling, and closing techniques for call center agents.</li><li>Achieve and exceed monthly/quarterly sales targets while building a scalable client pipeline.</li><li>Develop and maintain long-term client relationships through effective account management.</li><li>Leverage BPO/call center techniques (dialer management, lead routing, campaign optimization) to maximize conversion rates.</li><li>Conduct market research to identify opportunities, pricing strategies, and competitor positioning in the UCO industry.</li></ul>Operations &amp; Leadership<ul><li>Establish and oversee the Lahore operations hub, including recruitment, training, and daily supervision of the sales/call center team.</li><li>Implement SOPs, KPIs, and reporting structures across both sales and operational functions.</li><li>Ensure smooth coordination between collection, logistics, and sales teams to deliver on client commitments.</li><li>Optimize cost structures, workforce productivity, and call center performance metrics (connect rate, conversion rate, retention).</li><li>Lead performance reviews, coaching, and skill-building for the team to ensure continuous growth.</li><li>Develop and enforce compliance standards, quality monitoring, and client service protocols.</li></ul>Strategy &amp; Growth<ul><li>Work closely with executive leadership to define and execute growth strategies for UCO in local and international markets.</li><li>Forecast sales, revenues, and operational needs, ensuring scalability and sustainability.</li><li>Identify partnerships, alliances, or expansion opportunities to grow market share.</li><li>Provide insights to management on emerging trends in BPO sales, recycling, and the UCO supply chain.</li></ul>Key Skills &amp; Competencies<ul><li>Hardcore Sales Skills &ndash; Proven ability to sell to US clients, close deals, and hit aggressive targets.</li><li>BPO/Call Center Leadership &ndash; Strong background in managing outbound sales teams, dialer systems, call monitoring, and performance optimization.</li><li>Industry Knowledge &ndash; Familiarity with UCO collection, recycling, biofuel, or related industries is highly desirable.</li><li>Leadership &amp; People Management &ndash; Ability to inspire, mentor, and hold teams accountable to results.</li><li>Analytical &amp; Process-Oriented &ndash; Strong grasp of KPIs, reporting dashboards, and operational efficiency.</li><li>Client-Centric &ndash; Excellent communication, negotiation, and relationship management skills.</li><li>Adaptability &ndash; Ability to thrive in a fast-paced, evolving business environment.</li></ul>Qualifications &amp; Experience<ul><li>Bachelor&rsquo;s degree in Business, Sales, Operations, or related field (MBA preferred).</li><li>5+ years of experience in sales &amp; operations leadership, with at least 3 years in a BPO/call center leadership role.</li><li>Proven track record of selling to US-based clients, ideally in recycling, logistics, or commodities.</li><li>Experience in building and scaling teams in Pakistan or offshore delivery centers.</li><li>Strong understanding of US business culture, client expectations, and sales cycles.</li><li>Tech-savvy with CRM tools, call center software, and reporting systems.</li></ul>Job Type: Full-timePay: Rs150,000.00 - Rs200,000.00 per monthApplication Question(s):<ul><li>Are you comfortable working in the US timings (Night shift)?</li><li>Can you commute to Johar Town, Lahore</li></ul>Work Location: In person

Sales & Operations Leader (Night Shift)

GenXe Tech

We are looking for enthusiastic and confident Female Call Center Executives to join our growing team in Johar Town, Lahore. This role is ideal for individuals who enjoy engaging with clients, building trust over the phone, and helping connect businesses with cutting-edge IT and digital solutions.What You&rsquo;ll Do<ul><li>Make outbound calls to potential clients and introduce our services.</li><li>Engage prospects in a professional and friendly manner.</li><li>Qualify leads and arrange meetings for the sales team.</li><li>Keep records of calls, leads, and follow-ups in the CRM.</li><li>Suggest improvements in communication strategies to boost results.</li></ul>Services You&rsquo;ll Represent<ul><li>Website Development (WordPress, Shopify, Laravel)</li><li>E-Commerce Platforms &amp; Online Stores</li><li>Mobile Applications</li><li>Custom ERP &amp; Software Solutions</li><li>SEO &amp; Social Media Marketing</li><li>Digital Branding &amp; Advertising</li><li>IT Support &amp; AMC Contracts</li><li>Business Process Automation</li></ul>Who We&rsquo;re Looking For<ul><li>Female candidates only.</li><li>1&ndash;2 years of experience in telemarketing, cold calling, or call center sales.</li><li>Excellent English speaking and communication skills.</li><li>Confident, self-motivated, and goal-oriented.</li><li>Basic computer knowledge and familiarity with CRM systems.</li><li>Background in IT or digital services is a plus (not mandatory).</li></ul>What We Offer<ul><li>Competitive salary: PKR 35,000 &ndash; 80,000 (based on skills &amp; experience) + Incentives</li><li>Timings: 10:00 AM &ndash; 6:30 PM (Mon&ndash;Sat, half-day Sat)</li><li>A supportive, professional, and growth-oriented work environment.</li><li>Opportunities to learn and grow in the fast-paced tech industry.</li></ul>How to ApplySend your CV via WhatsApp at 0325-5566605 or apply directly here: wa.me/+923255566605Job Type: Full-time Location: Johar Town, LahoreJob Type: Full-timePay: Rs35,000.00 - Rs80,000.00 per monthExperience:<ul><li>cold calling, telemarketing, or call center: 1 year (Required)</li></ul>Language:<ul><li>fluent in spoken English (Required)</li></ul>Location:<ul><li>Lahore (Preferred)</li></ul>

Female Call Center Executive

Abacus Outsourcing

About Abacus For 40+ years, Abacus has been driving digital transformation with innovative business solutions, scalable services, and a culture built on integrity, collaboration, and growth.Role Overview We&rsquo;re looking for a Team Lead &ndash; Call Center Operations to oversee daily BPO operations, ensure top-notch performance, and deliver exceptional customer experiences.Key Responsibilities&middot; Supervise &amp; mentor call center agents.&middot; Monitor KPIs &amp; drive performance improvements.&middot; Ensure SLA compliance &amp; operational efficiency.&middot; Handle escalations &amp; coordinate with cross-functional teams.&middot; Provide coaching, feedback &amp; performance reviews.Qualifications&middot; 1+ year of team lead experience in a BPO/Call Center.&middot; Strong leadership, communication &amp; problem-solving skills.&middot; Experience managing KPIs, reports &amp; client expectations.&middot; Bachelor&rsquo;s degree (required).Perks &amp; Benefits&middot; 2 Weekly Days Off&middot; EOBI &amp; Medical (IPD + OPD)&middot; 38 Paid Annual, Casual &amp; Sick Leaves&middot; Annual Performance-Based Increment&middot; Inclusive, growth-oriented work cultureJoin Abacus &mdash; where people &amp; performance thrive.Job Type: Full-timeWhy Join Us?<ul><li>Shape the learning culture of a leading BPO.</li><li>Exposure to global clients &amp; diverse processes.</li><li>Career growth in a dynamic, growth-focused environment.</li></ul>Apply Now: hassan.saleem@abacus-global.comJob Type: Full-timePay: Rs80,000.00 - Rs120,000.00 per monthApplication Question(s):<ul><li>Are you comfortable handling escalations and ensuring SLA compliance while mentoring a team?</li><li>Have you managed KPIs, performance reports, and client expectations in your previous roles?</li><li>Do you have at least 1 year of experience leading a team in a BPO or call center environment?</li></ul>Education:<ul><li>Bachelor's (Preferred)</li></ul>Work Location: In personApplication Deadline: 23/09/2025

Call Center Team Lead

About the Role Abacus is looking for a passionate Assistant Manager &ndash; Training to lead learning initiatives for our growing BPO/Call Center operations. You&rsquo;ll design and deliver impactful training programs to enhance agent performance, improve customer experience, and support organizational goals.Key Responsibilities<ul><li>Lead new hire, process, product, and soft skills training.</li><li>Conduct Training Needs Analysis (TNA) to address performance gaps.</li><li>Drive training KPIs: certification, nesting success, retention.</li><li>Coach &amp; mentor trainers for consistent quality delivery.</li><li>Collaborate with Operations, Quality &amp; Clients on training content.</li><li>Track &amp; report training effectiveness with data-driven insights.</li></ul>Ideal Candidate<ul><li>4&ndash;6 years in BPO/Call Center Training &amp; Development.</li><li>2+ years in a supervisory or assistant manager training role.</li><li>Strong facilitation, coaching &amp; people development skills.</li><li>Proven success in agent readiness &amp; training ROI.</li><li>Excellent communication &amp; stakeholder management.</li><li>Bachelor&rsquo;s in HR, Business, Education, Psychology (I/O) or Communications; Master&rsquo;s/MBA preferred; TTT/L&amp;D certifications a plus.</li></ul>Why Join Us?<ul><li>Shape the learning culture of a leading BPO.</li><li>Exposure to global clients &amp; diverse processes.</li><li>Career growth in a dynamic, growth-focused environment.</li></ul>Apply Now: hassan.saleem@abacus-global.comApplication Questions:<ul><li>Have you led a team of trainers/coordinators?</li><li>Designed/delivered training for a BPO/call center?</li><li>Conducted TNA &amp; closed performance gaps using data?</li></ul>#TrainingAndDevelopment #BPOTalent #CallCenterCareers #LearningAndDevelopment #AssistantManager #PeopleDevelopment #CareerGrowth #CustomerExperience #L&amp;D #NowHiringJob Type: Full-timePay: Rs150,000.00 - Rs200,000.00 per monthApplication Question(s):<ul><li>Have you managed or supervised a team of trainers or training coordinators before?</li><li>Have you designed and delivered training programs specifically for a call center or BPO environment?</li><li>Do you have experience conducting Training Needs Analysis (TNA) and using data to close performance gaps?</li></ul>Work Location: In personApplication Deadline: 23/09/2025

Assistant Manager – Training & Development

Explore 764+ Call center manager in Lahore this September. Find roles across top companies and apply now to boost your career.