Assistant Manager

Description:

Sybrid Pvt. Ltd., a leading provider of business process outsourcing and customer experience management solutions, is seeking an experienced and dynamic Assistant Manager – Call Center Operations to join its growing team in Lahore. This is an excellent opportunity for professionals with a solid background in call center operations and a passion for team leadership, strategic planning, and client service delivery.

In this role, the Assistant Manager will be responsible for overseeing the daily operations of the call center, ensuring high service levels, and driving continuous improvement in performance and customer satisfaction. The ideal candidate must be able to manage both internal teams and client relationships, aligning operational practices with business goals.

This position offers flexible working hours, based on business and operational requirements, and is best suited for individuals with a strategic mindset, excellent communication skills, and the ability to thrive in a dynamic work environment.

Key Responsibilities:

• Lead, supervise, and provide guidance to call center teams and team leads, ensuring effective team performance and engagement.

• Monitor and evaluate key performance indicators (KPIs) and drive initiatives to maintain and improve service standards.

• Implement and maintain quality assurance protocols to ensure consistency in service delivery.

• Identify performance gaps, analyze operational data, and contribute to the development of strategic plans and operational improvements.

• Serve as a key point of contact for client relationship management, ensuring that client expectations are met and exceeded.

• Ensure the smooth execution of day-to-day call center operations, including staffing, scheduling, and issue resolution.

• Foster a collaborative, high-performing work culture that encourages innovation and accountability.

Required Qualifications & Skills:

• Bachelor’s degree required; Master’s degree is preferred.

• At least 5 years of proven experience in call center operations, with a minimum of 2 years in a leadership or management role.

• Excellent leadership, people management, and client communication skills.

• Strong understanding of call center metrics, performance analysis, and team coaching.

• Ability to work flexible shifts, including evenings or weekends if required by business needs.

• Proficiency in call center tools, CRM systems, and MS Office (Excel, Word, Outlook).

Working Hours:

🕒 Flexible working hours (Based on operational and business requirements)