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Call Center Operations Manager

Call Center Operations Manager

Lead Surge BPORawalpindi Cantonment, Punjab, Pakistan
6 days ago
Job description

We’re hiring a Call Centre Operations Manager to lead UK / USA campaigns and drive results. You’ll be running a team of 50–60 agents, keeping operations smooth, targets on track, and clients happy. If you have at least 2 years of experience in the industry and know how to get the best out of a call centre team, we want to hear from you.

Responsibilities

  • Manage daily operations for UK / USA campaigns with 50–60 agents
  • Oversee shifts, schedules, and performance targets
  • Monitor KPIs and improve campaign results
  • Train, coach, and develop staff to hit next-level goals
  • Ensure top-quality customer service at all times
  • Keep internal and external stakeholders updated and satisfied
  • Create a professional, fair, and motivating work environment
  • Spot process gaps and implement improvements

Requirements

  • Minimum 2 years’ experience managing call centre operations, preferably UK / USA campaigns
  • Strong leadership and team management skills
  • Excellent English communication (spoken and written)
  • Proactive, calm under pressure, solution-focused, and results-driven

    • Seniority level

  • Mid-Senior level

    • Employment type

  • Full-time

    • Job function

  • Management and Manufacturing

    • Industries

  • IT Services and IT Consulting

    • Location : Rawalpindi, Punjab, Pakistan

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    Manager Call Center • Rawalpindi Cantonment, Punjab, Pakistan