Assistant Manager Call Center Operations

Are you a results-driven leader with a passion for operational excellence? 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.
4–6 years of experience in BPO operations, including 2–3 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.

Job Type: Full-time

Education:

Bachelor's (Required)

Experience:

BPO Operations Managing: 2 years (Required

Skills

Data Analytics Senior Stakeholder Management Cultural Team Management

Job Details

Industry:

Information Technology

Functional Area:

Client Services & Customer Support

Total Positions:

1 Post

Job Shift:

Rotating

Job Type:

Full Time/Permanent

Department:

Call Centre Operations

Job Location:

Lahore, Pakistan

Gender:

No Preference

Minimum Education:

Bachelors

Career Level:

Experienced Professional

Minimum Experience:

4 Years

Apply Before:

Dec 16, 2025

Posting Date:

Nov 28, 2025

Abacus Consulting

Information Technology · 1001-1500 employees - Lahore

For over 23 years, Abacus Consulting has been offering cutting-edge business solutions helping organizations to transform their visions into realities through a combination of latest business methodologies and technological tools. The business value offered by Abacus Consulting has a deep scale, is industry focused and technology driven with a world class delivery capability. We help clients transform their businesses and be the market leaders. We offer a wide range of products and services, including strategy consulting, privatization and public-private partnerships, mergers, acquisitions and divestitures, business advisory services, sector search and research, environmental advisory services, SAP implementation and education, enterprise performance management, supply chain & operations management, application development and management, mobile applications, business process outsourcing, organization design and development, HR surveys, change management and HR functional solutions./p