Executive Floor Manager

PTCL Group is a leading technology organization committed to delivering innovative integrated ICT and Cellular Network services across Pakistan. Known for driving digital transformation and fostering a culture of continuous change and improvement, PTCL Group values diversity and inclusivity, embracing individuals from all backgrounds, regardless of gender, social status, religion, belief, or disability. With a clear vision to become the largest technology player in the country, PTCL Group operates under core values such as resilience, ambitious thinking, determination, and valuing success.

Key Responsibilities:
- Manage daily BPO and call center operations to ensure service level agreements (SLAs), key performance indicators (KPIs), and client expectations are consistently met.
- Oversee workforce planning, resource utilization, shift management, and staff adherence to maintain high occupancy and service quality.
- Coordinate with internal teams and external BPO clients to resolve operational challenges, reduce customer complaints, and improve overall service delivery.
- Conduct regular performance evaluations, monitor agent productivity, enforce quality standards, and maintain workplace discipline.
- Provide coaching, feedback, and counseling to enhance employee performance and reduce turnover rates.
- Facilitate pre- and post-shift briefings and organize staff training on company policies, procedures, and areas identified for improvement.
- Ensure timely resolution of operational, administrative, and IT-related issues while maintaining compliance with company policies and procedures.

Required Qualifications:
- Minimum of a bachelor’s degree from a recognized institution.
- 1 to 2 years of experience in BPO or call center operations, customer handling, or a related field.
- Strong technical competencies in SLA and KPI management, data analysis and reporting, as well as quality assurance and process improvement.

Preferred Qualifications and Benefits:
PTCL Group promotes a family-friendly work environment with policies such as six months of maternity leave and 30 days of paternity leave. Additionally, the organization supports a hybrid work model, enabling employees to balance their professional and personal lives effectively. This approach reflects PTCL Group’s commitment to fostering a fulfilling and balanced career experience for its workforce.