Operations Manager - BPO

Position: Operations Manager – Final Expense Campaign
Location: Gulzar-e-Quaid, Rawalpindi, Pakistan
Employment Type: Full-Time
Work Location: In person
Salary: Rs250,000.00 - Rs300,000.00 per month

We are seeking an experienced and results-oriented Operations Manager to lead the Final Expense campaign. The successful candidate will be responsible for managing daily operations, driving team performance, meeting sales targets, and ensuring full compliance with campaign standards. This role requires strong leadership capabilities and a proven background in managing BPO sales operations effectively.

Key Responsibilities
- Oversee daily operations of the Final Expense campaign to ensure sales targets and KPIs are consistently met.
- Lead, mentor, and supervise Team Leads, Sales Agents, and operational staff to maximize productivity.
- Monitor key performance indicators such as conversion rates, agent productivity, call quality, and attendance.
- Collaborate closely with Quality Assurance and Compliance teams to maintain high sales quality and adherence to campaign guidelines.
- Analyze performance data to identify operational gaps and implement strategic improvements.
- Optimize workforce management including staffing, scheduling, and operational costs while maintaining profitability.
- Conduct regular performance evaluations and enforce accountability throughout the team.
- Manage escalations and resolve operational challenges promptly, providing timely updates to senior management.

Required Qualifications
- 3 to 5 years of experience in BPO operations, preferably within the Final Expense campaign.
- Minimum 1 to 2 years in an Operations Manager or similar leadership role.
- Strong knowledge of Final Expense sales processes, KPIs, conversion metrics, and quality standards.
- Demonstrated ability to manage multiple teams and consistently achieve sales objectives.
- Excellent leadership, communication, reporting, and problem-solving skills.
- Familiarity with US sales compliance requirements and quality assurance protocols.

Preferred Qualifications and Benefits
- Competitive salary aligned with experience and expertise.
- Performance-based incentives in accordance with company policy.
- Opportunities for professional growth and career advancement within the organization.

This role offers a dynamic work environment where leadership and operational excellence are highly valued. If you have a passion for driving sales performance and managing high-functioning teams in a BPO setting, this position provides a rewarding opportunity to contribute to a successful Final Expense campaign.