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Orlando Injury Clinic

CALL CENTER MANAGER:Healthcare/DME/E-commerce] company delivering high-quality service to our clients. We utilize a remote workforce to handle inbound/outbound calls, lead qualification, and customer support. We are looking for a dedicated Remote Call Center Manager to own the performance, quality, and training of our remote assistant team.Position Summary: As the Remote Call Center Manager, you will be responsible for overseeing the daily operations of our remote staff, ensuring they meet performance standards, optimizing productivity, and driving key metrics. You will actively monitor call recordings, score agents on quality, provide direct coaching, and manage compliance. This is not a &quot;hands-off&quot; role; we need a leader who gets &quot;in the trenches&quot; to ensure excellence.Key Responsibilities:<ul><li>Call Quality Assurance: Listen to recorded calls regularly, scoring them on script adherence, professionalism, note-taking accuracy, and compliance.</li><li>Agent Coaching &amp; Training: Conduct regular 1-on-1 coaching sessions, role-playing, and provide actionable feedback based on QA reviews.</li><li>Performance Metrics Tracking: Monitor daily/weekly KPIs, including calls made, contact rates, average handle time (AHT), and conversion rates using tools like GoHighLevel, Monday.com, or HubSpot.</li><li>Remote Team Management: Onboard new assistants, create schedules, ensure attendance, and maintain a productive, engaging, and professional remote team culture.</li><li>Performance Management: Implement performance improvement plans (PIPs), handle disciplinary actions, and make hiring/firing recommendations.</li><li>Reporting: Prepare daily/weekly reports for leadership regarding team productivity and quality scores.</li><li>Oversee Team Members&rsquo; performance metrics with Departmental Directors to ensure program(s) productivity, quality, and customer satisfaction/client performance objectives are met and performed in an efficient manner.</li></ul>REQUIREMENTS AND TECHNICAL COMPETENCIES:<ul><li>Minimum 3 years experience in Call Center Operations Management role</li><li>Bachelor&rsquo;s Degree or higher preferred and/or relevant work experience equivalency</li><li>High School diploma required, college experience preferred.</li><li>In-depth and hands-on experience developing and managing customer-facing call center operations</li><li>Proven ability to drive both employee performance and retention</li><li>Proven ability to gather and analyze qualitative and quantitative feedback and KPI data to assess program success</li><li>Develop Team Members relations, negotiate, and hold Team Members accountable to KPI&rsquo;s to improve customer and client experience</li><li>Project management &ndash; Ability to manage teams to achieve organizational objectives</li><li>Influencing and negotiation skills &ndash; Collaborate with cross-functional teams to influence program development, design, and execution based on program metrics and analysis</li><li>Ability to analyze processes and develop valid solutions to resolve issues at hand</li><li>Ability to address concerns in a consistent and fair manner across multiple programs</li><li>Ability to maintain the highest level of confidentiality</li><li>Excellent judgment, reasoning, and problem-solving skills</li><li>Strong PC skills including MS Office (Word, Excel, Outlook) and web-based and Windows-based software and databases.</li><li>Ability to influence outcomes and juggle multiple priorities in a fast-paced environment</li><li>Experience in team management and talent development</li><li>Excellent judgment and conflict resolution skills</li><li>Ability to make independent decisions in a changing environment and anticipate future needs</li><li>Energetic, flexible, collaborative, and proactive</li><li>Exceptional written, oral, and interpersonal skills</li><li>Communicate client and company goals and metrics with Team Members to deliver a high level of customer service.</li><li>Assist and participate in regular performance reviews and one‐on‐one meetings with Team Members to evaluate performance against KPI&rsquo;s.</li><li>Prepare call center performance reports by collecting, analyzing, and summarizing data and trends.</li><li>Review operational reports daily.</li><li>Develop and implement action plans to address deficiencies.</li><li>Provide regular feedback to Departmental Directors, Departmental Vice Presidents, and other members of the executive team regarding current operational performance.</li><li>Ensure that all activities and initiatives meant to drive operational effectiveness are administered in a cost‐effective manner.</li><li>Maintain and improve call center operations by monitoring system performance; identifying and resolving problems; preparing and completing action plans; completing system audits and analyses; managing system and process improvement and quality assurance programs.</li><li>Maintain professional and technical knowledge by tracking emerging trends in call center operations management; reviewing professional publications; establishing personal networks and benchmarking state‐of‐the‐art practices.</li><li>Ensure staff provides superior customer service to both internal and external customers.</li><li>Responsible for the resolution of complex customer issues; resolves all escalations in a timely manner; uses independent judgment to determine appropriate ways to recover service failures.</li><li>Answer and route calls, take messages, provide information, and direct calls to appropriate staff as necessary.</li><li>Responsible for managing call volumes and ensuring that the queues are appropriately staffed and that call routes are maximized for efficiency.</li><li>Assist in managing hours and scheduling for the Call Center team to ensure all shifts are covered; Call Center has a 8:00 a.m. to 10:30 p.m. Monday through Friday schedule.</li><li>Understand strategic goals. Ensure that the team meets those sales, support, and cross-selling goals by developing programs for the Call Center team, monitoring results, making recommendations to management, and taking action as necessary.</li><li>Monitor key performance indicators for each colleague and implement tangible plans to improve results.</li><li>Assist in developing and maintaining departmental procedures as necessary to enhance staff training.</li><li>With assistance from management, evaluate staff performance; provide coaching and oversees training and education of the staff; directly responsible for the development of staff, ensuring skill-sets evolve to accommodate the advancing needs and the demands of the business.</li><li>Work closely with the management to ensure and evaluate and serve customers&rsquo; total needs (existing and potential customers).</li><li>Train, coach, and hold staff accountable for all facets of product and service knowledge and delivery.</li><li>exceeding cross-sale and referral expectations.</li><li>Build and foster a healthy working environment based on teamwork.</li><li>Provide consistent, weekly coaching to the team.</li><li>Leverage telephone system and skill tracking documents to provide feedback to foster continuous improvement and enhance customer satisfaction.</li><li>Perform other duties as required.</li></ul>Required Qualifications:<ul><li>Experience: Minimum 2-3+ years of experience managing an outbound/inbound call center, sales floor, or BPO environment as a supervisor or manager.</li><li>Remote Management: Proven experience managing virtual/remote teams successfully.</li><li>QA Technical Proficiency: Must have experience personally listening to recorded calls, scoring agents, and delivering written feedback.</li><li>CRM Proficiency: Experience with CRM/Dialer platforms (e.g., GoHighLevel, Salesforce, Talkdesk, Zendesk).</li><li>Communication: Exceptional verbal and written English communication skills.</li><li>Skills: Strong data analysis, leadership, and conflict resolution skills.</li></ul>Job Type: Full-timePay: Rs100,000.00 - Rs150,000.00 per monthApplication Question(s):<ul><li>Have you worked in a call center for English Speaking Countries in Europe, or in the United States? If so which countries?</li><li>How many years experience do you have as a Call Center Manger? </li><li>Are you able to work remotely without direct oversight? </li><li>How many staff members in the call center were you overseeing?</li><li>Have you worked in a call center handling Medical/Health care calls?</li></ul>Education:<ul><li>Bachelor's (Preferred)</li></ul>Experience:<ul><li>Call Center Manager: 5 years (Preferred)</li></ul>Language:<ul><li>ENGLISH FLUENTLY (Required)</li><li>SPANISH (Preferred)</li></ul>Work Location: In person

CALL CENTER MANAGER / REMOTE

PROPERTY BUY-RENT (SMC -Private) Limited

Job Description:We are looking for an experienced and results-driven Call Center Manager to lead and manage our call center operations. The ideal candidate will be responsible for ensuring high performance, productivity, and quality standards while maintaining excellent customer satisfaction.Key Responsibilities:<ul><li>Manage daily call center operations and ensure smooth workflow</li><li>Lead, train, and motivate team leads and call center agents</li><li>Monitor KPIs, call quality, performance metrics, and attendance</li><li>Develop strategies to improve productivity, sales, and customer satisfaction</li><li>Handle escalated customer issues and ensure timely resolution</li><li>Prepare daily, weekly, and monthly performance reports</li><li>Implement SOPs, policies, and performance improvement plans</li><li>Coordinate with senior management to meet business targets</li><li>Ensure compliance with company standards and call center best practices</li></ul>Requirements:<ul><li>4&ndash;5 years of proven experience as a Call Center Manager or similar role</li><li>Strong leadership and team management skills</li><li>Excellent communication and problem-solving abilities</li><li>Experience with inbound/outbound call center operations</li><li>Ability to analyze performance data and drive improvements</li><li>Proficient in MS Office and call center CRM tools</li><li>Ability to work evening shifts (1 PM &ndash; 10 PM)</li></ul>What We Offer:<ul><li>Competitive salary package (PKR 70,000 &ndash; 100,000)</li><li>Professional and growth-oriented work environment</li><li>Performance-based incentives</li><li>Career development opportunities</li></ul>Pay: Rs70,000.00 - Rs100,000.00 per monthEducation:<ul><li>Bachelor's (Required)</li></ul>Experience:<ul><li>Outbound International Call center: 3 years (Required)</li></ul>Language:<ul><li>English (Required)</li></ul>Work Location: In person

Call Center Manager

Scaleup Connect

Call Center Manager<ul><li>Location: Lahore, Punjab, Pakistan</li><li>Job Type: Full-time</li><li>Work Mode: On-site</li><li>Schedule: Monday to Saturday, 9:30 AM &ndash; 6:00 PM</li><li>Gender Preference: Male</li></ul>About the RoleScaleup Connect is hiring a Call Center Manager on behalf of its client. We are looking for an experienced operations leader responsible for overall call center performance, including team management, service quality, KPI achievement, customer satisfaction improvement, and cost control &mdash; ensuring efficient and stable day-to-day operations.Key Responsibilities<ul><li>Oversee daily call center operations and ensure SLA compliance</li><li>Define and monitor KPIs such as call answer rate, response time, and customer satisfaction</li><li>Manage and train agents and team leaders to continuously improve performance</li><li>Optimize call handling processes to enhance efficiency and customer experience</li><li>Handle escalated customer complaints and critical issues</li><li>Coordinate with sales, technical, and other departments</li><li>Control operational costs and improve resource utilization</li><li>Prepare regular reports and improvement plans</li></ul>Requirements<ul><li>Diploma or above &mdash; Bachelor's degree preferred</li><li>At least 4 years of call center experience, with 2+ years in a managerial role</li><li>Familiar with call center KPIs and SLAs</li><li>Strong leadership and communication skills</li><li>Ability to work under pressure and solve problems effectively</li><li>Proficient in MS Office and call center systems</li><li>Good command of English (working proficiency required)</li></ul>Preferred Qualifications<ul><li>Experience in e-commerce, after-sales, or technical support call centers</li><li>Experience managing multilingual teams (English + Urdu) is a plus</li><li>Familiarity with CRM systems such as Salesforce</li></ul>Pay: Rs120,000.00 - Rs150,000.00 per monthWork Location: In person

Union Developers (Pvt.) Ltd

Job Title: Call Center Executive Company: Union DevelopersJob Type: Full-Time Location: LahoreJob Description: Union Developers is seeking a motivated and customer-focused Call Center Executive to join our growing team. The ideal candidate will be responsible for handling inbound and outbound calls, assisting customers with inquiries, and providing accurate information about our real estate projects and services.Key Responsibilities:<ul><li>Manage inbound and outbound customer calls in a professional manner</li><li>Provide detailed information about company projects, services, and offers</li><li>Maintain a high level of customer satisfaction through excellent communication</li><li>Record customer interactions and update CRM systems accurately</li><li>Follow up with potential clients and leads</li><li>Handle complaints and provide appropriate solutions</li></ul>Requirements:<ul><li>Minimum Bachelor&rsquo;s degree preferred</li><li>Proven experience in a call center or customer service role is a plus</li><li>Strong communication and interpersonal skills</li><li>Ability to work in a fast-paced environment</li><li>Basic computer knowledge and familiarity with CRM systems</li><li>Fluent in English and Urdu</li></ul>What We Offer:<ul><li>Competitive salary package</li><li>Performance-based incentives</li><li>Professional work environment</li><li>Career growth opportunities</li></ul>Work Location: In person

Call center Executive

100 Localz Pvt Ltd

Job Description: We are hiring Call Center Executives who are energetic, fluent in communication, and driven to meet performance targets. The role involves handling outbound/inbound calls, generating leads, and converting prospects into customers.Responsibilities:<ul><li>Make outbound calls to potential clients</li><li>Handle inbound inquiries professionally</li><li>Provide detailed information about company services</li><li>Achieve daily and monthly call targets</li><li>Maintain accurate call records</li><li>Follow up with leads and ensure customer satisfaction</li></ul>Requirements:<ul><li>Strong verbal communication skills</li><li>Basic computer knowledge</li><li>Ability to work in a fast-paced environment</li><li>Previous call center experience preferred but not mandatory</li><li>Night shift availability (if required)</li></ul>Salary &amp; Benefits:<ul><li>Market competitive salary</li><li>Commission &amp; performance incentives</li><li>Training and career growth opportunities</li><li>Professional work environment</li></ul>Candidates who are confident, disciplined, and goal-oriented are encouraged to apply.Pay: Rs30,000.00 - Rs50,000.00 per monthWork Location: In person

Call Centre Executive

ibex

<div>
 The Technical Account Manager (TAM) is the primary technical point of contact between Ibex and the client, ensuring stable and efficient contact center technology operations. This role manages technical onboarding, service delivery, escalations, and SLA performance while coordinating closely with Operations, IT, and Infrastructure teams to drive issue resolution and continuous improvement.
 
 
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 Serve as the primary technical liaison between Ibex and the client.
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 Manage onboarding, deployment, and ongoing technical performance for contact center technology operations.
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 Builds strong technical relationships with clients and translates client requirements into technical tasks for internal teams.
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 Handles technical escalations, drives issue resolution, and coordinates RCAs with internal teams.
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 Documents client requirements, workflows, risks, and technical profiles clearly.
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 Monitor service delivery, analytics, and SLAs.
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 Identifies risks early and prevents issues through proactive monitoring
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 Maintains accurate documentation, client technical profiles, and playbooks
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 Coordinate improvement initiatives, feature adoption, platform improvement and Stability initiatives with Operations and IT Infrastructure.
 
 
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 Responsibilities
 
 
 
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 Strong understanding of IT infrastructure, networks, and system performance.
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 Ability to translate technical concepts for non-technical stakeholders.
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 Customer-focused mindset with a commitment to client stability and satisfaction.
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 Critical thinker with the ability to anticipate risks and prevent issues.
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 Excellent communication, client-handling, and escalation-management skills.
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 Strong analytical and troubleshooting skills.
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 Attention to detail in documentation, RCAs, and configurations
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 Resilient under pressure, especially during incidents or outages
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 Experience working with SLAs, reporting, and performance monitoring tools.
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 Ability to coordinate between cross-functional teams (Ops, IT, Infra).
 
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 The TAM will consolidate IT updates, manage communication with the client, and ensure follow-through across teams
 
 
 
 Qualifications
 
 
 
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 Bachelor's degree in computer science, Information Technology, Engineering, or related field.
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 3&ndash;5+ years of experience in IT support, technical operations, or technical account management or similar roles.
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 Experience working in BPO, contact center, SaaS, or enterprise IT environments preferred.
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 Familiarity with SLAs, operational workflows, and incident management processes.
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Assistant Manager, (Technical Account Management TAM)

Best Way Logistics

As a call center sales agent, you will be the voice of our company and the first point of contact for our customers. You will handle inbound and outbound calls, answer questions, provide solutions, and sell our products and services. You will also build rapport with customers, identify their needs, and offer them the best value for their money.We offer a competitive salary, commission, bonuses, and benefits package. You will also enjoy a friendly and supportive work environment, flexible schedules, training opportunities, and career advancement.If you are interested in joining our team of call center sales agents, please send your resume Job Timings are: 6:00PM To 3:00AMJob Type: Full-timePay: Rs30,000.00 - Rs70,000.00 per month

Sales Agent For USA Campaign

Explore 963+ Contact center manager in Lahore this May. Find roles across top companies and apply now to boost your career.

963 contact center manager jobs In Lahore

CALL CENTER MANAGER / REMOTE

Call Center Manager

Call Center Manager

Call center Executive

Call Centre Executive

Assistant Manager, (Technical Account Management TAM)

Sales Agent For USA Campaign