BPO / Call Centre Manager

Rozee seeks a dynamic and experienced BPO / Call Centre Manager to oversee the Customer Lifecycle Management (CLM) department. The ideal candidate will be responsible for managing a team of five professionals, driving the daily operations of the call centre, and ensuring the delivery of exceptional customer service. This role demands a strategic thinker capable of aligning team efforts with company goals, maintaining high-quality standards, and optimizing overall operational performance. The candidate must possess a strong background in the BPO industry and demonstrate excellent leadership and communication capabilities. The manager will serve as a pivotal leader within the CLM department, fostering an environment that encourages continuous improvement, customer-centric approaches, and effective conflict resolution. They will be accountable for managing team productivity and quality assurance initiatives while analyzing performance data to inform strategic decisions. The ideal manager will leverage their skills in negotiation, customer relationship management, and reporting to drive customer satisfaction and operational excellence, ensuring key performance indicators and targets are consistently met or exceeded.
Responsibilities

Lead and manage the CLM team of five members, ensuring clear communication of goals and expectations.
Develop and implement strategic plans to improve call centre performance and customer satisfaction.
Oversee daily operations to maintain efficient workflow and service delivery.
Monitor and evaluate team performance metrics, providing coaching and feedback to drive improvement.
Ensure compliance with company policies and industry standards, maintaining high-quality assurance.
Handle conflict resolution effectively to maintain a positive and productive team environment.
Utilize Customer Relationship Management (CRM) tools to track customer interactions and improve service.
Conduct regular training sessions to enhance team members' skills in communication, negotiation, and customer handling.
Analyze operational data and generate detailed reports to identify trends and areas for improvement.
Collaborate with other departments to align CLM strategies with overall business objectives.
Drive a customer-centric approach in all interactions to enhance customer loyalty and retention.
Manage resource allocation and scheduling to optimize team productivity and achieve operational targets.
Facilitate communication between management and team members, fostering a transparent work environment.
Stay updated with industry trends and best practices to continuously enhance call centre operations.
Negotiate with customers and stakeholders to resolve issues and secure positive outcomes.
Implement quality assurance processes to consistently improve service delivery standards.

Skills

Customer Relationship Management (CRM) Team Leadership Quality Assurance Communication Skills Analytical and Reporting Skills Customer Centric Approach Conflict Resolution Negotiation Skills

Job Details

Total Positions:

1 Post

Job Type:

Full Time/Permanent

Job Location:

Lahore, Pakistan

Gender:

No Preference

Minimum Experience:

4 Years

Apply Before:

Dec 29, 2025

Posting Date:

Nov 28, 2025

Rozee

· 101-200 employees - Lahore

Rozee is Pakistan's # 1 online job site which connects talent with opportunity. Rozee provides services to job seekers and employers by providing them one platform for job searching and hiring, respectively. As Pakistan's largest online recruitment platform, it is used by over 100,000 employers and 9.5 million professionals. Since its inception, Rozee's platform has facilitated over 1 million job placements and has the largest database of searchable CV's in Pakistan.