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 & Requirements:

• Bachelor\'s/Master\'s degree in Business Administration, Management, or a related field.
• 5-7 years of experience in BPO operations, including 2 or more 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.

Why Join Us?

At Abacus, you\'ll be part of a forward-thinking organization that values innovation, collaboration, and professional growth. This role offers a platform to lead impactful projects and make a real difference in operational success.

Ready to take the next step in your career?