Operations & Customer Success Manager

Humalogue, a leader in AI voice agent technology for live outbound call center campaigns, is seeking an experienced Operations Manager to join our team in Islamabad. This full-time, on-site role involves working night shifts aligned with our US campaign hours. The successful candidate will play a critical role in ensuring client success by managing our support and quality assurance teams as we expand across Pakistan and internationally. You will be responsible for maintaining high client satisfaction, driving operational excellence, and supporting the growth of our AI-driven services.

Key Responsibilities
- Serve as the primary point of contact for all existing clients, owning their satisfaction and retention.
- Oversee the help desk operations, managing Customer Support and Quality Assurance teams, enforcing service level agreements (SLAs), and escalating technical issues to engineering when necessary.
- Conduct monthly performance reviews with clients, utilizing call data and campaign results to assess progress and identify improvement areas.
- Identify upsell opportunities to expand existing accounts with additional bots and new campaign offerings.
- Manage the transition from sales to onboarding, ensuring every client goes live according to schedule.
- Proactively identify at-risk clients by monitoring usage patterns, complaints, or payment delays, and take swift corrective action.
- Lead weekly operations meetings involving sales, support, QA, and engineering teams to align on priorities and challenges.
- Track key performance indicators (KPIs) using tools like Zoho Desk and provide regular reports to leadership.
- Continuously improve operational processes, handbooks, and runbooks to support team growth and efficiency.

Required Qualifications
- 3 to 6 years of experience in call center operations, business process outsourcing (BPO), client success, or account management.
- Proven experience leading support or QA teams with a focus on meeting SLAs and KPIs.
- Strong understanding of outbound call center operations; familiarity with VICIdial or similar dialer platforms is highly advantageous.
- Excellent written and verbal communication skills in English, with confidence in client-facing interactions.
- Data-driven and highly organized, comfortable using tools such as Zoho Desk, Freshdesk, and Google Sheets.
- Ability to remain calm under pressure and make quick, effective decisions.
- Availability to work evening hours that coincide with US campaign shifts.

Preferred Qualifications and Benefits
- This leadership position offers direct collaboration with the company founder, providing unique insights into scaling operations within a fast-growing AI company.
- Gain hands-on experience with cutting-edge AI voice technology and US-based call center operations.
- Competitive salary package complemented by performance bonuses linked to client retention and business growth.

Humalogue is committed to delivering fast, high-quality support and ensuring client happiness through innovative AI solutions. If you are a motivated operations leader ready to drive success in a dynamic environment, this role offers an exciting opportunity to make a significant impact.