Senior Operations Manager

Description:

Abacus Global is seeking a visionary and performance-driven Senior Operations Manager – BPO (International) to take charge of its rapidly growing global contact center operations. This is a rare opportunity to shape and scale world-class BPO delivery while leading large cross-functional teams across international markets.

You will be responsible for managing a team of 100+ professionals and ensuring smooth operational execution with a keen eye on performance metrics like KPIs, SLAs, AHT, CSAT, and FCR. Your ability to strategize, motivate teams, and drive continuous improvement will be critical in delivering exceptional results for global clients.

This role requires flexibility for a 24/7 operations environment, including rotating shifts, and familiarity with modern contact center tools like CRM platforms, dialers, and workforce management systems.

If you're a strategic thinker, a people-focused leader, and an execution powerhouse, this role is built for you.

Key Responsibilities:

• Lead and oversee day-to-day operations of international BPO campaigns

• Manage large teams (100+ employees) across various functions and shifts

• Track and optimize key performance indicators including SLAs, CSAT, AHT, FCR

• Collaborate with support functions including Quality Assurance, Training, and Workforce Management

• Drive strategic initiatives for process improvements and efficiency

• Ensure compliance with client expectations, data security, and operational excellence

• Handle workforce planning, shift rosters, and capacity management

• Provide hands-on leadership to frontline managers and team leads

• Maintain high morale, employee engagement, and retention

Required Skills and Qualifications:

• Minimum 10 years of progressive experience in International BPO operations

• Proven track record of managing 100+ employees across multiple departments

• Deep understanding of call center KPIs and BPO metrics

• Experience working with WFM systems, CRM platforms, and predictive dialers

• Strong analytical and decision-making capabilities

• Excellent communication, leadership, and stakeholder management skills

• Willingness to work flexible hours, including night shifts and weekends

• Lahore-based or willing to relocate