We are looking for an experienced and dynamic Assistant Operation Manager 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.
  • 3–5 years of experience in BPO operations, including 1–2 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.

Job Details

Functional Area:
Total Positions:
1 Post
Job Shift:
First Shift (Day)
Job Type:
Department:
Call Centre Operations
Job Location:
Gender:
No Preference
Minimum Education:
Bachelors
Career Level:
Experienced Professional
Minimum Experience:
5 Years
Apply Before:
Jul 06, 2025
Posting Date:
Jun 06, 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

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