Assistant Manager Operation - Lahore
Only for registered members Lahore, Pakistan
1 month ago
* This salary range is an estimation made by beBee
Job summary
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.
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.
Job description
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