BPO / Call Center Operations Partner Required — Lahore

HK Business Venture is seeking a dedicated and experienced BPO / Call Center Operations Partner to join our team in Lahore. This role requires a professional with over five years of hands-on experience in BPO and call center environments, preferably with exposure to US and UK campaigns. The ideal candidate is adept at managing end-to-end operations, including team leadership, hiring, training, and the effective use of Customer Relationship Management (CRM) software and dialer systems. This long-term partnership opportunity involves overseeing a team of 15 persons and working closely with investors who will support operational investments, aiming to drive business growth and excellence in service delivery. The partner will be responsible for steering daily call center functions aligned with strategic goals. This includes optimizing workflows, maintaining high team performance, managing campaign acquisitions, and fostering strong client relationships. The role demands a proactive leader with strong operational insights and the ability to manage a dynamic team while meeting the performance standards and client expectations in a competitive BPO market. This is a unique opportunity to make a significant impact with the backing of committed investment and support, shaping the future success of our BPO operations.
Responsibilities

Manage and oversee all day-to-day operations of the BPO call center to ensure smooth and efficient workflows.
Lead, mentor, and develop a team of 15 members, fostering a motivated and high-performing work environment.
Plan, coordinate, and execute hiring and training processes to build a skilled and knowledgeable team.
Utilize CRM software and dialer systems effectively to manage customer data, campaigns, and communication strategies.
Develop and implement strategies for acquiring and managing US and UK campaigns, maintaining a competitive edge.
Ensure compliance with service level agreements and maintain the highest standards of customer service quality.
Monitor key performance indicators (KPIs) and generate operational reports to identify areas for improvement and growth.
Collaborate with investors and stakeholders to align operational goals with business objectives and investment plans.
Identify operational challenges and implement innovative solutions to optimize performance and resource utilization.
Manage budgets and resources efficiently to achieve operational targets and maximize return on investment.
Maintain strong relationships with clients to ensure satisfaction and retention through effective communication and service delivery.
Stay updated on industry trends and best practices to continuously improve operational processes.