Shift Manager/ Shift Controller with Operations Experience

TJ Global is looking for a committed Shift Manager/Controller to join their team in Lahore. The successful candidate will have a minimum of five years’ experience working in call centers within multinational companies, coupled with strong leadership and management skills. This role requires overseeing shift assignments, ensuring smooth daily operations, and managing calls efficiently. Fluency in English, both spoken and written, is essential, with a preference for candidates who can communicate in a British or American accent. The position involves working 12-hour shifts aligned with UK timings, five days per week. Candidates should be passionate about delivering excellent service, highly organized, and capable of working independently as well as collaboratively within a team.

Key Responsibilities:
- Effectively manage and assign shifts to team members to maintain operational efficiency.
- Handle inbound and outbound calls professionally, demonstrating excellent communication skills.
- Utilize rostering software such as Time Gate or similar tools for accurate shift scheduling.
- Maintain high standards of customer service and attention to detail throughout all interactions.
- Take ownership of both successes and challenges, continuously striving to meet and exceed operational goals.
- Comply with Health, Safety, and Environmental (HSE) procedures and workplace processes.
- Uphold integrity, respect, and professionalism in all aspects of work.
- Adapt flexibly to changing business needs using a process-driven approach.
- Present a professional image with immaculate appearance and presentation at all times.

Required Qualifications:
- Bachelor’s degree is mandatory; a Master’s degree, such as an MBA, is preferred.
- At least five years of experience in outbound/inbound call center operations within a multinational company.
- Minimum two years of experience in operations management.
- Fluent English communication skills, both spoken and written, with preference for British or American accent proficiency.
- Proficiency in IT, including Microsoft Office applications.
- Ability to work 12-hour shifts aligned with UK timings, five days a week.
- Residency in Lahore is required.
- Clean criminal record.

Preferred Qualifications and Benefits:
- Candidates holding a Master’s degree, especially an MBA, will be given preference.
- Individuals with a genuine passion for continuous improvement and adding value to operations are highly desirable.
- Competitive monthly salary ranging from approximately Rs. 90,000 to Rs. 100,000.
- Opportunity to work in a growing multinational environment focused on delivering excellent customer service.

Applicants must demonstrate strong verbal and written communication skills, excellent organizational abilities, and a proactive, can-do attitude. Those without relevant call center experience or insufficient English proficiency are advised not to apply. This is a full-time, in-person role based in Lahore, offering a challenging and rewarding career path for the right candidate.