customer service 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

Call Center Manager

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

Taraki

<div>
 Our client
 
 Navigator HR
 
 is looking
 
 Assistant Manager Customer Success
 
 in
 
 Lahore.
 
 
 
 
 Job Description
 
 
 
 
 Key Responsibilities
 
 
 
 <ul>
 <li>
 Support day-to-day supervision of the Customer Success team and ensure smooth execution of customer- facing operations.
 </li>
 <li>
 Monitor team accountability, responsiveness, documentation quality, meeting follow-ups, and adherence to service standards.
 </li>
 <li>
 Ensure customer health updates, red flags, internal notes, meeting minutes, and action trackers are maintained accurately and on time.
 </li>
 <li>
 Build and sustain strong customer relationships while proactively identifying service risks, escalation points, and retention concerns.
 </li>
 <li>
 Coach team members on communication standards, professionalism, ownership, and structured customer handling.
 </li>
 <li>
 Support onboarding, probation reviews, performance conversations, and capability development of team members.
 </li>
 <li>
 Coordinate with internal stakeholders to align on commitments, priorities, and issue resolution for assigned customers.
 </li>
 <li>
 Recommend and implement process improvements that strengthen reporting discipline, service consistency, and operational efficiency.
 </li>
 <li>
 Selection Criteria / Required Competencies
 </li>
 <li>
 Proven ability to manage teams, enforce accountability, and create a disciplined yet supportive working environment.
 </li>
 <li>
 Strong customer relationship management skills with the ability to handle critical conversations and service- sensitive situations professionally.
 </li>
 <li>
 Excellent verbal and written communication skills, including the ability to draft clear updates, meeting minutes, and performance feedback.
 </li>
 <li>
 Sound judgment, emotional intelligence, and maturity in balancing people management with organizational requirements.
 </li>
 <li>
 Strong problem-solving and escalation-handling capability with a proactive and solution-oriented approach.
 </li>
 <li>
 High ownership, attention to detail, and ability to manage multiple priorities in a fast-paced environment.
 </li>
 <li>
 Comfort with performance tracking, reporting, process monitoring, and structured follow-through on action items.
 </li>
 <li>
 Digital literacy and working proficiency in tools such as Zoom, Microsoft Teams, Outlook, and other collaboration platforms.
 </li>
 <li>
 Strong follow-up and follow-through skills to ensure timely execution, coordination, and closure of tasks.
 
 </li>
 </ul>
</div>

Assistant Manager Customer Success - Navigator HR

Transsion

<div>
 
 Join a rapidly growing leader in Mobile, Accessories, and Solar&mdash;now expanding into the Air Conditioner segment! We are looking for a
 
 high-potential, results-driven After-Sales Service Manager
 
 to build and lead our AC service operations across Pakistan.
 
 
 
 
 
 This is a unique opportunity to
 
 own, build, and scale
 
 the after-sales ecosystem while delivering exceptional customer experience.
 
 
 
 
 
 
 Location:
 
 Lahore, Pakistan (Field + Office)
 
 
 
 Job Type:
 
 Full-time
 
 
 E
 
 xperience:
 
 5+ Years (After-Sales / Home Appliances)
 
 
 
 Education:
 
 Bachelor&rsquo;s in Engineering, Supply Chain, or related field
 
 
 
 Language:
 
 English (Working Proficiency)
 
 
 
 Salary &amp; Benefits:
 
 Market Competitive
 
 
 
 Why This Role Matters
 
 
 
 
 
 
 You will be the
 
 key driver of our after-sales service network
 
 , ensuring operational excellence, customer satisfaction, and business growth. From launching service centers to handling VIP customer cases, you will have
 
 end-to-end ownership
 
 of the service function.
 
 
 
 
 
 
 Key Responsibilities
 
 
 <ul>
 <li>
 Build and expand after-sales service networks across target areas
 </li>
 <li>
 Identify and finalize locations, negotiate lease agreements, and manage cost efficiency
 </li>
 <li>
 Oversee setup of service centers, mini counters, and community outlets as per brand standards
 </li>
 <li>
 Manage the complete service lifecycle including planning, staffing, and pricing strategies
 </li>
 <li>
 Lead and manage after-sales teams (technicians, cleaning staff, support staff)
 </li>
 <li>
 Develop and implement SOPs to streamline operations and improve service quality
 </li>
 <li>
 Monitor KPIs, customer feedback, service trends, and resolution timelines
 </li>
 <li>
 Conduct competitor analysis and introduce innovative service offerings
 </li>
 <li>
 Drive revenue through maintenance packages, deep-cleaning services, and add-ons
 </li>
 <li>
 Handle escalated complaints and ensure high-value customer satisfaction
 </li>
 </ul>
 
 
 
 
 
 ✅ Requirements
 
 
 
 
 
 <ul>
 <li>
 5+ years of experience in after-sales/service management (Home Appliances or Consumer Electronics preferred)
 </li>
 <li>
 Strong leadership and team management skills
 </li>
 <li>
 In-depth understanding of the Pakistan AC market and customer behavior
 </li>
 <li>
 Excellent communication, negotiation, and analytical skills
 </li>
 <li>
 Proficiency in MS Office and project management tools (PMP is a plus)
 </li>
 </ul>
 
 
</div>

After-Sales Service Manager – Air Conditioners | Lahore

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

Blue Group Of Companies

Blue Technologies is seeking a confident and experienced Customer Account Manager to manage and grow client accounts in the UK and USA markets for our printing and packaging business. The ideal candidate will be fluent in English, possess strong communication and relationship-building skills, and have experience in sales, customer service, or account management.The selected candidate will be responsible for handling international customer inquiries, maintaining long-term client relationships, generating repeat business, and coordinating with internal departments to ensure timely delivery of packaging and printing solutions.Key Responsibilities<ul><li>Manage customer accounts for UK and USA clients.</li><li>Develop and maintain strong relationships with existing customers.</li><li>Generate new business opportunities through calls, emails, and follow-ups.</li><li>Respond to customer inquiries regarding printing and packaging products.</li><li>Prepare quotations, pricing, and order details for clients.</li><li>Coordinate with production, design, and dispatch teams to ensure customer requirements are fulfilled.</li><li>Follow up on leads and convert them into sales.</li><li>Maintain complete records of customer communication, orders, and account status.</li><li>Resolve customer concerns and provide professional after-sales support.</li><li>Achieve monthly sales and account growth targets.</li><li>Identify opportunities to upsell and cross-sell company products.</li><li>Prepare daily and weekly sales reports for management.</li></ul>Requirements<ul><li>Bachelor&rsquo;s degree preferred.</li><li>Minimum 2 years of experience in sales, customer support, account management, or international business.</li><li>Experience in printing and packaging industry will be preferred.</li><li>Fluent spoken and written English is mandatory.</li><li>Excellent communication, negotiation, and presentation skills.</li><li>Ability to work with UK and USA clients during relevant business hours.</li><li>Strong computer skills including Microsoft Office, email communication, and CRM software.</li><li>Ability to work under pressure and meet sales targets.</li><li>Professional, confident, and customer-focused personality.</li></ul>Preferred Skills<ul><li>International sales experience.</li><li>Knowledge of packaging products, custom boxes, labels, printed materials, and related solutions.</li><li>Ability to understand client requirements and recommend suitable packaging solutions.</li><li>Strong follow-up and relationship management skills.</li></ul>Benefits<ul><li>Competitive salary package</li><li>Attractive sales incentives</li><li>Career growth opportunities</li><li>Professional and supportive work environment</li><li>Annual increments</li><li>Paid leaves</li></ul>Job Type: Full-timeWork Location: In person

Customer Account Manager

Carlcare Services Pvt Ltd

Join a rapidly growing leader in Mobile, Accessories, and Solar! Now expanding its horizons to Air Conditioners. We are seeking a high-potential, results-driven After-Sales Service Manager for our Air Conditioner division based in Lahore.Lead the future of home appliance service in Pakistan , build networks, drive teams, and own the customer experience.Location: Lahore, Pakistan (Field + Office)Type: Full-timeExperience: 2+ Years in After-Sales / Home Appliance ManagementEducation: Bachelor's in Engineering, Supply Chain, or related fieldLanguage: English (working proficiency)Salary &amp; Perks: Market CompetitiveWHY THIS ROLE MATTERSYou will be the driving force behind an end-to-end after-sales service ecosystem for air conditioners across Pakistan. From picking store locations to resolving escalated customer issues, this role offers full ownership of a growing operation.WHAT YOU'LL DO<ul><li>Build and expand service networks in target communities , from site selection to launch.</li><li>Negotiate lease agreements with property managers to keep costs within budget.</li><li>Oversee the design and setup of Mini Counters and community service outlets per brand standards.</li><li>Own the full on-site service cycle: planning, staffing, pricing strategy, and customer satisfaction.</li><li>Manage daily operations of the after-sales team (maintenance &amp; cleaning staff) including hiring, training, KPIs, and incentives.</li><li>Develop and continuously improve Standard Operating Procedures (SOPs) for all service functions.</li><li>Analyze service data , customer feedback, fault trends, resolution time , and report to leadership.</li><li>Research competitor strategies and create differentiated service offerings.</li><li>Grow new revenue streams such as AC maintenance packages, deep-cleaning bundles, and value-added services.</li><li>Handle major complaints and personally follow up on VIP/key customer cases.</li></ul>WHAT WE'RE LOOKING FOR<ul><li>2+ years in after-sales management in home appliances or consumer electronics.</li><li>Proven ability to lead cross-functional teams and manage multiple priorities.</li><li>Strong knowledge of the Pakistan AC market and local customer behavior.</li><li>Excellent communication, negotiation, and reporting skills.</li><li>Proficient in MS Office and project management tools (PMP certification is a plus).</li></ul>Work Location: In person

After-Sales Service Manager (AC Division)

Explore 1072+ Customer service manager in Lahore this April. Find roles across top companies and apply now to boost your career.

1072 customer service manager jobs In Lahore

Call Center Manager

CALL CENTER MANAGER / REMOTE

Assistant Manager Customer Success - Navigator HR

After-Sales Service Manager – Air Conditioners | Lahore

Call Center Manager

Customer Account Manager

After-Sales Service Manager (AC Division)