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associate manager - operations Jobs in Lahore

associate manager - operations

call center agents

call center operations manager

Code Flairs

About the RoleWe are seeking an experienced and dynamic Call Center Manager to lead our SEO / Digital Marketing campaign team. The ideal candidate will have a strong background in managing outbound and inbound teams, driving performance, and optimizing processes to achieve campaign goals.Key Responsibilities<ul><li>Supervise, coach, and motivate call center agents working on SEO and digital marketing campaigns.</li><li>Monitor daily operations and ensure team KPIs and quality standards are met.</li><li>Develop and implement performance improvement strategies.</li><li>Coordinate with the marketing and sales teams to align call strategies with campaign goals.</li><li>Prepare reports on team performance and suggest data-driven improvements.</li><li>Manage scheduling, attendance, and overall call center efficiency during the night shift.</li></ul>Requirements<ul><li>Proven experience as a Call Center Manager or Team Lead (preferably in digital marketing or SEO campaigns).</li><li>Excellent communication, leadership, and problem-solving skills.</li><li>Strong understanding of call center metrics, CRM tools, and performance analysis.</li><li>Ability to manage a night shift team effectively.</li><li>Bachelor&rsquo;s degree in Marketing, Business Management, or a related field preferred.</li></ul>What We Offer<ul><li>Competitive salary (PKR 150,000 &ndash; 200,000).</li><li>Growth opportunities in a fast-paced digital marketing environment.</li><li>Supportive management and performance-driven culture.</li></ul>To Apply:You may directly approach on WhatsApp too (03254283182).Mention applied position then share resume.Job Type: Full-timePay: Rs100,000.00 - Rs150,000.00 per monthApplication Question(s):<ul><li>Are you comfortable working in night shift?</li></ul>Work Location: In person

Call Center Manager – SEO / Digital Marketing Campaign

Abacus Outsourcing

Job Title: Assistant Manager Call Center OperationsWorking Hours: Rotational ShiftsDescription: Are you a results-driven leader with a passion for operational excellence? Abacus is looking for an experienced and dynamic Assistant Manager Call Center Operations to join our growing team in Lahore. This is an exciting opportunity to take a key role in managing BPO projects, driving team performance, and ensuring outstanding service delivery to our clients.Key Responsibilities:Oversee day-to-day operations of one or more BPO projects (inbound/outbound/customer service/back-office).Monitor team performance to ensure KPIs, SLAs, and quality targets are consistently met.Conduct daily team huddles, coaching sessions, and performance reviews to foster a high-performing culture.Collaborate closely with QA and Training teams to identify skill gaps and deliver targeted improvement plans.Analyze performance data and prepare detailed reports with actionable insights for senior management.Handle client escalations with professionalism and ensure timely resolution.Drive process improvements to enhance operational efficiency and customer satisfaction.Ensure compliance with company policies, regulatory standards, and industry best practices.Support workforce planning including scheduling, resource allocation, and attendance tracking.Qualifications &amp; Requirements:Bachelor's/Master's degree in Business Administration, Management, or a related field.4&ndash;6 years of experience in BPO operations, including 2&ndash;3 years in a supervisory or assistant managerial role.Strong grasp of BPO workflows, KPIs, and quality assurance standards.Excellent leadership, communication, and interpersonal skills.Ability to thrive in a fast-paced, dynamic environment and manage competing priorities.Proficiency in MS Office, CRM systems, and performance monitoring dashboards.Job Type: Full-timeEducation:<ul><li>Bachelor's (Required)</li><li>Master's (Preferred)</li></ul>Experience:<ul><li>Minimum BPO Operations Managing: 2 years (Required)</li></ul>Work Location: Lahore, In personJob Type: Full-timePay: Up to Rs200,000.00 per monthWork Location: In person

Assistant Manager Call Center Operations

Billing Freedom

We are looking for a motivated and customer-oriented Call Center Executive to handle inbound and outbound calls, provide information, resolve customer issues, and ensure a positive customer experience. The ideal candidate should have excellent communication skills, patience, and the ability to multitask in a fast-paced environment.Key Responsibilities:<ul><li>Handle incoming and outgoing calls in a professional and courteous manner.</li><li>Respond to customer inquiries and provide accurate information about products or services.</li><li>Resolve customer complaints efficiently and escalate issues when necessary.</li><li>Maintain call logs, records, and update customer information in the system.</li><li>Meet daily, weekly, and monthly performance targets.</li><li>Follow company communication procedures, guidelines, and policies.</li><li>Provide feedback on customer trends and recurring issues to improve service quality.</li></ul>Requirements:<ul><li>Minimum education: Bachelor&rsquo;s degree preferred.</li><li>Proven experience in a call center or customer service role (freshers may also apply).</li><li>Excellent verbal and written communication skills in English .</li><li>Strong listening and problem-solving abilities.</li><li>Proficient in MS Office and other computer skills.</li></ul>Job Type: Full-timePay: Rs70,000.00 - Rs100,000.00 per monthApplication Question(s):<ul><li>Its a night shift on-site job(5pm-2am,6pm -3am),Are you willing to work during these timings ?</li></ul>Language:<ul><li>English (Required)</li></ul>Work Location: In person

Call Center Executive

Tkxel

<div>
 
 Role Summary:
 
 
 
 We are looking for a vigilant Call Centre Operations Specialist to monitor our real-time performance. You will track key metrics, ensure smooth operations, and make quick adjustments to maintain service levels. This role is vital for keeping our call centre running efficiently and effectively.
 
 
 
 Key Responsibilities:
 
 
 
 
 Live Monitoring:
 
 Watch call queues, agent availability, and system performance in real-time.
 
 
 Performance Tracking:
 
 Keep an eye on important metrics like wait times, dropped calls, and agent productivity.
 
 
 Quick Adjustments:
 
 Take immediate action to manage call volume changes, agent schedules, or system alerts to meet targets.
 
 
 Issue Escalation:
 
 Promptly report any technical problems or major service disruptions to IT or management.
 
 
 Basic Reporting:
 
 Help create daily or intraday reports on call centre performance.
 
 
 Team Communication:
 
 Clearly communicate operational updates and instructions to team leaders and agents.
 
 
 
 
 Requirements
 
 
 
 What We're Looking For:
 
 
 
 
 Experience:
 
 1-2+ years in a call centre, ideally in a role involving customer service, real-time monitoring, or operations support.
 
 
 
 Education:
 
 A Bachelor's degree is preferred, but relevant experience is highly valued.
 
 
 
 Shift timings:
 
 Morning with weekends on (Alternate day off)
 
 
 Skills:
 
 
 Good understanding of call centre operations and common metrics (e.g., Service Level, AHT, Abandon Rate).
 
 Able to make quick, sensible decisions under pressure.
 
 Comfortable with call centre software and MS Excel.
 
 Strong attention to detail and active listening skills
 
 Good communication skills.
 
 
 
 Why Join Us?
 
 
 
 Be a key player in ensuring our customers get great service.
 
 Work in a dynamic and supportive team environment.
 
 Competitive salary and opportunities for growth.
 
 
 
</div>

Call Centre - Operations Specialist

Keune Cosmetics Pakistan

Key Responsibilities:1. Operational Management<ul><li>Oversee daily call centre operations (inbound customer service, outbound sales, collections, or campaigns).</li><li>Ensure adherence to service level agreements (SLAs), KPIs, and productivity targets.</li><li>Plan and manage staffing levels, scheduling, and workforce planning to ensure adequate coverage.</li><li>Monitor call centre systems, performance dashboards, and reports for operational efficiency.</li></ul>2. Team Leadership &amp; Performance Management<ul><li>Lead, coach, and develop Team Leaders and their respective agents.</li><li>Conduct regular performance reviews, feedback sessions, and training needs assessments.</li><li>Implement incentive and recognition programs to improve morale and reduce attrition.</li></ul>3. Quality Assurance &amp; Customer Experience<ul><li>Ensure consistent delivery of high-quality customer interactions.</li><li>Collaborate with Quality Assurance (QA) and Training teams to identify gaps and implement corrective actions.</li><li>Handle escalations and resolve critical customer issues efficiently.</li></ul>4. Process Improvement<ul><li>Analyze operational data to identify trends, issues, and opportunities for improvement.</li><li>Develop and implement process enhancements, automation, and best practices to improve performance.</li><li>Support digital transformation initiatives and new technology deployments.</li></ul>5. Reporting &amp; Analytics<ul><li>Generate and analyze daily, weekly, and monthly performance reports.</li><li>Track key metrics such as AHT, CSAT, FCR, conversion rate, and agent productivity.</li><li>Present insights and recommendations to senior management.</li></ul>6. Compliance &amp; Governance<ul><li>Ensure compliance with company policies, data protection regulations, and industry standards.</li><li>Maintain updated SOPs, policies, and call scripts.</li><li>Manage audits and implement corrective actions when required.</li></ul>Key Performance Indicators (KPIs):<ul><li>Service Level (SL%)</li><li>Average Handling Time (AHT)</li><li>First Call Resolution (FCR)</li><li>Customer Satisfaction (CSAT/NPS)</li><li>Agent Utilization and Occupancy</li><li>Attrition Rate</li><li>Sales Conversion (for outbound)</li></ul>Qualifications &amp; Experience:<ul><li>Bachelor&rsquo;s degree in Business Administration, Management, or related field.</li><li>5&ndash;8 years of experience in a call centre environment, with at least 3 years in a managerial/operations leadership role.</li><li>Proven experience managing both inbound and outbound operations.</li><li>Strong analytical, leadership, and communication skills.</li><li>Proficiency with CRM tools, dialer systems, and reporting platforms (e.g., Avaya, Genesys, Five9, Salesforce, etc.).</li></ul>Core Competencies:<ul><li>Strategic Planning and Execution</li><li>Team Leadership and Motivation</li><li>Decision Making and Problem Solving</li><li>Data Analysis and Performance Management</li><li>Customer-Centric Mindset</li><li>Adaptability and Change Management</li></ul>Job Type: Full-timePay: Rs50,000.00 - Rs80,000.00 per monthWork Location: In person

Assistant Manager - Operations (Tech Industry)

Position Summary:The Quality Assurance Manager is responsible for overseeing the quality monitoring and improvement programs across all call center operations. This role ensures that customer interactions (inbound, outbound, chat, and email) meet company standards for excellence in service, compliance, and efficiency. The QA Manager will lead a team of analysts to identify training opportunities, develop performance improvement initiatives, and collaborate with operations and training teams to enhance customer experience.Key Responsibilities:<ul><li>Develop, implement, and maintain a comprehensive Quality Assurance framework for call center operations.</li><li>Lead and manage a team of Quality Analysts to monitor, evaluate, and provide feedback on agent interactions.</li><li>Define quality metrics, scorecards, and calibration processes to ensure consistency and fairness.</li><li>Conduct regular audits of calls, emails, and chat interactions for accuracy, compliance, and service excellence.</li><li>Analyze QA data and trends to identify process gaps, performance issues, and training needs.</li><li>Partner with Training and Operations teams to design and deliver targeted coaching and development programs.</li><li>Ensure compliance with company policies, data protection regulations, and industry standards.</li><li>Prepare and present QA performance reports and actionable insights to senior management.</li><li>Drive continuous improvement initiatives to enhance customer satisfaction and operational efficiency.</li><li>Lead regular calibration sessions with internal and client stakeholders to align quality expectations.</li><li>Manage QA tools, forms, and software to ensure effective quality monitoring processes.</li></ul>Qualifications and Experience:<ul><li>Bachelor&rsquo;s degree in Business Administration, Communications, or a related field (Master&rsquo;s preferred).</li><li>5&ndash;8 years of experience in a call center or BPO environment, with at least 3 years in a QA leadership role.</li><li>Strong knowledge of contact center operations, KPIs, and quality frameworks.</li><li>Experience with QA tools and CRM systems (e.g., NICE, Verint, Five9, Zendesk, Salesforce).</li><li>Proven track record of driving service quality improvements and customer satisfaction.</li><li>Excellent analytical, communication, and leadership skills.</li><li>Ability to manage multiple priorities in a fast-paced environment.</li><li>Strong attention to detail and process orientation.</li></ul>Key Competencies:<ul><li>Leadership and team management</li><li>Data-driven decision-making</li><li>Coaching and feedback delivery</li><li>Customer-centric mindset</li><li>Process improvement and innovation</li><li>Collaboration and stakeholder management</li></ul>Performance Metrics:<ul><li>Quality score improvement (target vs. actual)</li><li>Reduction in repeat errors / customer complaints</li><li>Calibration accuracy across QA and Ops teams</li><li>Agent performance improvement post-feedback</li><li>Customer satisfaction (CSAT) and First Call Resolution (FCR) rates</li></ul>Job Type: Full-timePay: Rs100,000.00 - Rs150,000.00 per monthWork Location: In person

Manager Quality Assurance Inbound/Out Bound call center

Job Title: Assistant Manager Call Center OperationsWorking Hours: Rotational ShiftsAre you a results-driven leader with a passion for operational excellence? Abacus is looking for an experienced and dynamic Assistant Manager Call Center Operations to join our growing team in Lahore. This is an exciting opportunity to take a key role in managing BPO projects, driving team performance, and ensuring outstanding service delivery to our clients.Key Responsibilities:Oversee day-to-day operations of one or more BPO projects (inbound/outbound/customer service/back-office).Monitor team performance to ensure KPIs, SLAs, and quality targets are consistently met.Conduct daily team huddles, coaching sessions, and performance reviews to foster a high-performing culture.Collaborate closely with QA and Training teams to identify skill gaps and deliver targeted improvement plans.Analyze performance data and prepare detailed reports with actionable insights for senior management.Handle client escalations with professionalism and ensure timely resolution.Drive process improvements to enhance operational efficiency and customer satisfaction.Ensure compliance with company policies, regulatory standards, and industry best practices.Support workforce planning including scheduling, resource allocation, and attendance tracking.Qualifications &amp; Requirements:Bachelor's/Master's degree in Business Administration, Management, or a related field.4&ndash;6 years of experience in BPO operations, including 2&ndash;3 years in a supervisory or assistant managerial role.Strong grasp of BPO workflows, KPIs, and quality assurance standards.Excellent leadership, communication, and interpersonal skills.Ability to thrive in a fast-paced, dynamic environment and manage competing priorities.Proficiency in MS Office, CRM systems, and performance monitoring dashboards.Job Type: Full-timePay: Up to Rs200,000.00 per monthEducation:<ul><li>Bachelor's (Required)</li></ul>Experience:<ul><li>BPO Operations Managing: 2 years (Required)</li></ul>Work Location: In person

Assistant Manager Operation ( International Market)

Explore 1298+ Call center operations manager in Lahore this November. Find roles across top companies and apply now to boost your career.