134 On Call 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.

Bachelor's degree and good English speaking skills.

Experience Level: Prior experience is a must, ideally a minimum of 1-2 years. More experienced applicants will be preferred.

Job Description:

As an experienced Call Center Supervisor/Manager, you will play a critical role in managing our call center operations and ensuring the delivery of exceptional customer service to clients in the USA, UK, and Western markets. You will lead a team of dedicated customer service representatives, drive performance improvements, and contribute to our mission of exceeding client expectations.

Key Responsibilities:

1. Team Leadership: Lead, motivate, and mentor a team of customer service representatives, fostering a positive and high-performance work environment.
2. Performance Monitoring: Monitor and assess team performance, ensuring adherence to key performance indicators (KPIs) and service level agreements (SLAs).
3. Quality Assurance: Implement and maintain quality assurance processes to ensure consistently high-quality interactions with customers.
4. Training and Development: Identify training needs, provide coaching and guidance to team members, and facilitate continuous skill development.
5. Operational Efficiency: Optimize call center operations to meet and exceed client expectations while managing resource allocation effectively.
6. Client Engagement: Build and maintain strong relationships with clients, understanding their unique requirements and proactively addressing concerns.
7. Reporting: Generate and analyze reports on call center performance, identifying trends and areas for improvement.
8. Compliance: Ensure that the call center operates in compliance with industry regulations and company policies.

Benefits:

1. Competitive salary and performance-based bonuses.
2. Opportunities for career advancement.
3. A supportive and collaborative work culture.

If you are an experienced Call Center Supervisor with a strong track record of success and a passion for delivering outstanding customer service, we invite you to apply for this exciting opportunity. Join our team and contribute to our mission of exceeding client expectations.

Qualifications:

1. Bachelor's degree in business, communication, or a related field preferred.
2. Proven experience as a Call Center Supervisor, ideally with exposure to USA, UK, and Western markets.
3. Strong fluency in English.
4. Strong leadership and people management skills.
5. Excellent communication and interpersonal abilities.
6. Analytical mindset with a focus on performance metrics.
7. Experience with call center software and technology.
8. Client-focused and committed to delivering exceptional service.
9. Flexibility to work in shifts as required.

• Be available to affect the entirety of the team's operations.
• Manage by walking around. Be visible to answer questions.
• Take calls that your agents can't handle and be available when an agent appears to need assistance.
• Monitor queue and track inbound calls. Keep agents aware of inbound calls, calls waiting, abandonment rate, etc.
• Motivate and encourage agents through positive communication and feedback
• Being available to affect the entirety of the team's operations differentiates a supervisor from senior management.
• To effectively build call center culture, the supervisor is responsible for "on-the-floor" activities, and must be available to assist agents while they are "on-the-floor."
• Senior management has a role that involves less floor time.
• When call centers take supervisors away from the main floor for meetings, they are affecting time the supervisor can use to motivate his agents.
• The supervisor should spend the entire call center shift on the floor.(Conceptually , most managers understand this.
• On a practical basis, supervisors find themselves off the main floor, and in meetings, as much as 80% of their time!)

• Meet at least once each week with your team. At a minimum, review the following topics:
• Review the past week's events, including statistics, results and industry news.
• Disseminate new product information to the agents.
• Discuss a sales theme or point-of-interest topic for the agents.
• Present commendations and awards.
• Communicate company information.
• Answer questions and comments.
• Provide agents with a glimpse of future weeks.
• Perform at least one monitoring evaluation with each agent every two weeks
• Spend 30 minutes to one hour monitoring the agent.
• Spend 20 to 30 minutes reviewing the agent's performance with the agent. Use a formal monitoring checklist.
• At the conclusion, copy the checklist and put it in the agent's file
• Give the original checklist to the agent.
• Keep track of attendance, daily statistics, paid time off, sick time, etc.
• Ensure administrative bookkeeping is accurate.
• Create and maintain files on each agent as they relate to attendance, production, and reviews.
• Present to the Project Manager at the conclusion of each week a breakdown of the past week's monitoring checklists and a written performance summary of the team

Dubai based Car Leasing firm is looking out for a Call Centre Manager for their Offshore Call Centre (Inbound / Outbound) in Karachi.

Your duties will include but not limited to:

1. Recruitment and setting up the complete facility including sourcing equipment, effective resource planning and applying call centre strategies and operations.
2. Managing the daily running of the call centre, including receiving calls, chats and emails from customers and clients, e.g. queries, requests, orders and complaints.
3. Doing needs assessments, performance reviews and cost/benefit analyses.
4. Ensuring all relevant communications and data are updated and recorded.
5. Advising clients on products and services available.
6. Monitoring random calls to improve quality, minimize errors, and track operations and sales performance.
7. Reviewing the performance of staff, identifying training needs and planning training sessions.
8. Recording statistics for rating agents and the performance levels of the centre.
9. Preparing reports on these statistics, ratings and performance levels.
10. Handling the most complex customer complaints or enquiries.
11. Organizing shift patterns and the number of staff required to meet demand.
12. Providing weekly, monthly reports on customer ratings on presales, aftersales, and operations support.
13. Fulfillment of day-to-day requirements such as utilities and other needs for managing smooth call center operations including dealing with authorities if required.

Salary: PKR 100,000 + incentives
Job schedule (PST): 10am to 07:00pm

Responsibilities:
Monitor inbound and outbound calls to assess employee performance and service quality.
Evaluate customer interactions based on accuracy, communication skills, and compliance with company standards.
Document call evaluations and maintain accurate records of performance metrics.
Provide constructive feedback to customer service representatives to enhance communication and service delivery.
Collaborate with team leaders to develop coaching sessions and training programs.
Identify trends and patterns in customer interactions to recommend process improvements.
Ensure compliance with company policies and industry regulations.
Work with cross-functional teams to implement quality initiatives for improved customer satisfaction.
Generate and analyze quality reports, including call quality scores and customer feedback.
Present findings and actionable insights to management for strategic decision-making.
Participate in calibration sessions to ensure consistency in quality assessments across teams.
Assist in refining call scripts and communication guidelines for better customer interactions.

Requirements:
Bachelor’s degree in English Literature, Communications, or a related field (preferred).
Proven experience in call quality monitoring, or a similar role.
Strong analytical skills and attention to detail.
Excellent communication and interpersonal skills.
Proficiency in call monitoring tools and CRM software.
Ability to provide constructive feedback and coaching.

Preferred Skills:
Experience in (Industry-Specific Experience, e.g., BPO, Telecommunications, Healthcare).
Knowledge of quality assurance methodologies and best practices.
Multilingual abilities are a plus.

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

SAFA Worldwide Pvt Ltd is an international organisation with offices in Manchester UK and Karachi. Due to continued growth and success, we are now expanding into Islamabad and are recruiting for the following role:
Call Centre Manager

As Call Centre Manager, you will have responsibility for driving the sales performance of a team of Telesales Executives against ambitious KPI's and Targets. This is an autonomous, broad role with responsibility for recruitment, training, coaching, development, motivation, and the overall leadership and management of a team of 15 rising to 40 agents within the next 3 months.

To succeed in this role you will:

1. Be an experienced Team Manager with at least 2 years’ experience, and a background in outbound sales/telemarketing.
2. Be results-driven and highly sales orientated.
3. Have a proven track record of leading and managing a team to consistently perform against stretching KPI's and targets.
4. Be a natural leader who can motivate your team to excel.
5. Have a comprehensive management toolkit, and enjoy coaching and developing individuals within the team.
6. Be energetic, outgoing, and extremely results orientated, as well as highly autonomous.
7. Be well-organised and a team player.
8. Financial Services or Telecommunications knowledge would be an advantage.

LOCATION: ISLAMABAD (exact location to be confirmed)
SALARY: 40,000 to 60,000 Basic (based on experience) and a quarterly performance-based bonus scheme.