Call Center Manager

WBM Pvt. Ltd., located in Lahore, is looking for an experienced and results-driven Call Center Manager to lead and enhance its call center operations. The ideal candidate will have extensive international call center experience and strong leadership skills to manage, assign, supervise, and evaluate a dynamic team. This hands-on role requires overseeing daily activities to ensure smooth operations while driving performance and maintaining high standards of customer service that reflect WBM’s brand values.

Key Responsibilities
- Oversee daily call center operations to ensure efficient workflow and optimal productivity.
- Supervise inbound and outbound calling teams by assigning tasks, setting targets, and managing responsibilities.
- Monitor team performance through call quality assessments, conversion rates, productivity metrics, attendance, and other key performance indicators (KPIs).
- Evaluate individual and team results regularly and prepare performance reports for management review.
- Provide training, guidance, and motivation to team members to help them consistently meet targets and improve their skills.
- Address performance issues promptly and implement corrective measures when necessary.
- Maintain professional communication standards and ensure excellent customer service is consistently delivered.
- Develop a comprehensive understanding of WBM’s brands, products, and services, ensuring the team is well-informed and trained.
- Design and implement calling strategies aimed at increasing sales, customer engagement, and conversion rates.
- Collaborate with other departments to support campaign execution and meet customer requirements effectively.
- Enforce discipline within the team and ensure compliance with company policies and procedures.

Required Qualifications
- Minimum of 5 years’ experience in call center management, with hands-on exposure to both inbound and outbound operations.
- Proven international call center experience is essential.
- Strong leadership skills with the ability to assign work, set targets, monitor performance, and evaluate team members effectively.
- Excellent communication and problem-solving abilities.
- Experience in training and motivating teams to achieve goals.
- Solid understanding of sales processes, customer service principles, and call center KPIs.
- Professional demeanor in representing WBM’s brands and products.
- Excellent command of English and superior communication skills.
- Ability to perform well under pressure and consistently meet performance targets.

Job Details
- Position: Call Center Manager
- Department: Call Center / Customer Support
- Location: Lahore (In-person)
- Employment Type: Full-time
- Working Hours: 12:00 PM to 9:00 PM
- Working Days: 6 days per week
- Contract Duration: 2 years
- Salary Range: Rs34,958.67 to Rs151,763.36 per month

WBM Pvt. Ltd. offers a challenging and rewarding opportunity for a motivated professional eager to contribute to the growth and success of the company’s call center operations. This role provides the chance to work in a dynamic environment focused on international standards and exceptional customer satisfaction.