175 Call Center Manager jobs in Pakistan

Call Center Manager
Jagah Online, Pakistan

• Provide guidance, team members and learning and counseling for the team. Strong participation and sponsorship in the development of the staff to achieve improved results and to prepare for succession.
• Ensure effective and consistent communication throughout the team, encourage feedback and customer insight in order to enhance the customer experience.
• Responsible for the team monthly targets and ensure target achievement on a regular basis.
• Manage massive volumes of inbound and outbound calls in a timely manner
• Maintaining up-to-date knowledge of industry developments
• Provide customized, highest quality customer support
• Giving support to Call Centre Executives
• Responsible for needs assessments, performance reviews and cost/benefit analyses
• Liaising with supervisors, team leaders, operatives and third parties to gather information and resolve issues
• Monitoring random calls to improve quality, minimize errors and track operative performance
• Managed the analysis and implementation of projects. Strategic analysis undertaken and delivered to inform, manage and drive stakeholder expectations.
• Keep records of all conversations in our Call Centre database in a comprehensible way
• Frequently attend educational seminars to improve knowledge and performance level

• Must have either completed A-levels or Bachelor in any respective field. We will welcome those applicants who have international exposure. The candidate must have 7-8 years of experience in a similar capacity.
• Previous experience in a customer support and sales support role
• Strong telephone and interpersonal contact capabilities, along with good listening skills
• Familiarity with CRM systems and practices
• Multi-task capability, setting goals and handling resources efficiently

Call Center Manager
Hope Solutions Uk Ltd, Pakistan

We are looking for an experienced Call Center Manager who has a minimum of 3 years of work experience in call centers as an advisor as well as a team leader or manager. Must have experience with outbound projects in the UK.

Must have excellent customer service and management skills. Excellent communication skills and proficiency in English are basic requirements.

Job Title: Call Center Manager
Location: Lahore (On-site)
Company: Mighty Five LLC
Industry: BPO / Back Office Outsourcing
Salary: PKR 100,000 – PKR 150,000 (based on experience)

About Us:
Mighty Five LLC is a full-service digital agency and BPO firm offering premium back office outsourcing solutions to clients around the world. We are expanding our call center operations and are looking for a results-driven Call Center Manager to lead the charge.

Job Overview:
We're hiring an experienced Call Center Manager with at least 3+ years in a similar role to take ownership of our call center's operations, team, and performance. This is a leadership role for someone who thrives in a fast-paced, performance-oriented environment.

Key Responsibilities:

Recruit, onboard, and train call center staff.

Monitor and drive KPI achievement across all teams.

Handle procurement of technology, tools, and calling data.

Lead campaign selection, onboarding, and management.

Strategically acquire new campaigns in line with business goals.

Develop performance metrics, monitor reports, and optimize operations.

Promote a culture of high performance and accountability.

Requirements:

Minimum 3 years of experience managing call center teams.

Strong expertise in outbound/inbound calling, preferably for international campaigns (US/UK).

Familiarity with dialer systems, CRM platforms, and data acquisition.

Exceptional communication, leadership, and organizational skills.

Ability to multitask, meet deadlines, and drive team success.

What We Offer:

Competitive salary: PKR 100,000 – 150,000 (commensurate with experience)

Rapid career growth in a scaling organization

Energetic and collaborative work environment

Performance-based incentives and bonuses

Team Leadership & People Management

Proven ability to lead, motivate, and manage high-performing call center teams.

Recruitment & Training

Experience in hiring, onboarding, and training call center staff effectively.

KPI & Performance Management

Strong command over call center KPIs (AHT, FCR, conversion rate, etc.) and ability to drive team performance to meet/exceed targets.

Campaign Management

Skilled in selecting, launching, and scaling outbound/inbound campaigns.

Campaign Acquisition

Experience in acquiring new call center campaigns, preferably for international markets (US/UK).

Tech & Tool Proficiency

Familiar with dialer systems (like Vicidial, Xencall, etc.), CRM platforms (Zoho, HubSpot, etc.), and productivity tools.

Data & Lead Management

Ability to source and manage lead data effectively to support campaign goals.

Problem Solving & Decision Making

Strong analytical and critical thinking skills for solving operational issues quickly.

Communication Skills

Excellent written and verbal communication in English; confident in handling client and internal communication.

Time Management & Multitasking

Capable of managing multiple priorities and campaigns simultaneously without compromising quality.

Reporting & Analysis

Proficient in preparing and analyzing performance reports, and using insights to optimize operations.

Responsible for the daily running and management of a call centre through the effective use of resources. They are responsible for ensuring that calls are answered within predetermined time scales and dealt with properly.

Key Responsibilities:

1. Ensuring the call centre runs smoothly;
2. Setting and meeting performance targets for speed, efficiency, sales, and quality;
3. Planning and managing change;
4. Managing the daily running of the call centre;
5. Liaising with call centre supervisors, operatives, and third parties;
6. Preparing reports;
7. Monitoring random calls to improve quality and minimise errors;
8. Planning and developing staff recruitment;
9. Identifying staff training needs and planning training sessions;
10. Recording statistics, user rates, and the performance levels of the centre;
11. Handling difficult customer complaints or enquiries;
12. Organising staffing, including shift patterns and the number of staff required to meet demand;
13. Motivating and retaining staff;
14. Forecasting and analysing data against budget figures on a weekly/monthly basis;
15. Developing, implementing, and reviewing core responsibilities and tasks;
16. Analysing performance statistics, e.g., average speed of answer, average time of abandonment, and making decisions on the basis of performance statistics.

Information Technology and Services - Karachi, Pakistan

Next Age Technologies (Pvt) Ltd, Pakistan

NextAge Technologies Pvt. Ltd. Requires the services of an experienced “Call Centre Manager” Male/Female for its Lahore Call Centre;Duties & ResponsibilitiesForecast volumes of calls and manpower requirements.Maintains call distribution system by configuring the telephone to automatically distribute calls uniformly among customer service representatives.Makes necessary changes in staffing based on day of week, sales promotions, other anticipated events, and data.Monitors productivity of customer service representatives and generates reports.Reviews data to monitor the length of time customers remain on hold.Monitors service calls to observe employee demeanor, technical accuracy, and conformity to companypolicies.Answers questions and recommends corrective services to address customer complaints.Maintains the correct recorded announcement menus, and makes changes as necessary based on the time of day, day of week, or holidays.Keys information into computer to compile work volume statistics for accounting purposes and to keep records of customer service requests and complaints.Determines work procedures, prepares work schedules, and expedites workflow.Studies and standardizes procedures to improve efficiency of subordinates.Maintains harmony among workers and resolves grievances.Prepares composite reports from individual reports by subordinates.Supervisory ResponsibilitiesManages the sub ordinates and is responsible for over all direction, Co-ordination, Planning, assigning and directing work.

Education & ExperienceMBA, MPA, M.A English or equivalent Masters.Three years and above in contact management related experience.Equivalent combination of education and experience.Language SkillsAbility to read, analyzes, and interprets general business periodicals, professional journals, technical procedures, or governmental regulations.Ability to write reports, business correspondence, and procedure manuals.Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.Mathematical SkillsAbility to apply advanced mathematical concepts such as exponents, logarithms, quadratic equations, and permutations.Ability to apply mathematical operations to such tasks as frequency distribution, determination of test reliability and validity, analysis of variance, correlation techniques, sampling theory, and factor analysis.Reasoning AbilityAbility to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.Please apply at:

Information Technology and Services - Lahore, Pakistan