Assistant Manager-Operations

Abacus; Islamabad; On-site; PKR 1,500,000 - 2,100,000; Full time

Benefits offered by this job

EOBI

Medical Life Insurance (IPD + OPD)

Annual leaves (38)

Casual and Sick Leaves

Annual Increment (Performance based)

Job summary

Abacus is seeking an Assistant Manager BPO Operations to lead a 100-person team, drive service delivery excellence, and partner with clients for performance improvements.

The role focuses on team leadership, process optimization, client relationship management, and implementing innovative practices to meet SLAs and KPIs.

Candidates should have strong people management skills, a proactive mindset, and the ability to balance quality with cost efficiency while fostering a collaborative culture.

Qualifications

• Proven ability to lead large teams in a BPO environment.
• Strong communication and interpersonal skills for client interaction.
• Track record of achieving SLAs and KPIs through process improvements.

Responsibilities

• Lead, motivate, and inspire a team of 100 BPO professionals, fostering a positive work environment, and encouraging individual growth and development.
• Set performance expectations, provide regular feedback, conduct performance evaluations, and implement recognition and corrective actions.
• Ensure effective resource planning, staffing, and allocation to meet client needs and operational requirements.
• Promote a culture of continuous learning, knowledge sharing, and collaboration within the team.
• Develop and implement strategies to optimize operational efficiency and quality standards, ensuring adherence to SLAs and KPIs.
• Monitor metrics, identify trends, and implement improvement initiatives to enhance productivity and customer satisfaction.
• Conduct regular performance reviews and analysis of team performance, identifying areas for improvement and action plans.
• Address operational challenges, address escalations, and ensure timely issue resolution.
• Collaborate with clients to understand requirements and align service delivery with client needs.

Skills

People management

Leadership

BPO operations

Communication

Education

Bachelor's degree in relevant field

Tools

MS Office

Job description

Abacus has been at the forefront of delivering innovative business solutions for nearly 35 years, empowering organizations to turn their visions into reality. With a strong emphasis on industry-specific solutions and technology-driven delivery, we are dedicated to helping our clients achieve leadership in their sectors. Our commitment to embracing change with vision, courage, and integrity makes us a trusted partner for our clients.

Position: Assistant Manager BPO Operations

Job Description:

Team Leadership and Management:

• Lead, motivate, and inspire a team of 100 BPO professionals, fostering a positive work environment, and encouraging individual growth and development.
• Set performance expectations, provide regular feedback, conduct performance evaluations, and implement appropriate recognition and corrective actions.
• Ensure effective resource planning, staffing, and allocation to meet client needs and operational requirements.
• Promote a culture of continuous learning, knowledge sharing, and collaboration within the team.

Operational Excellence:

• Develop and implement strategies, policies, and procedures to optimize operational efficiency and quality standards, ensuring adherence to service level agreements (SLAs) and key performance indicators (KPIs).
• Monitor and analyze operational metrics, identify trends, and implement improvement initiatives to enhance productivity and customer satisfaction.
• Conduct regular performance reviews and analysis of team performance, identifying areas for improvement and implementing appropriate action plans.
• Proactively address operational challenges, resolve customer escalations, and ensure timely and effective issue resolution.

Client Relationship Management:

• Collaborate closely with clients to understand their requirements, objectives, and expectations, ensuring alignment between service delivery and client needs.
• Maintain regular communication with clients to provide updates, address concerns, and build strong, long-term relationships.
• Conduct regular client meetings, prepare performance reports, and present insights and recommendations to drive continuous improvement and exceed client expectations.

Process Improvement and Innovation:

• Identify process improvement opportunities and implement best practices to enhance operational efficiency, quality, and cost-effectiveness.
• Foster a culture of innovation, encouraging team members to suggest and implement new ideas, tools, and technologies to optimize operations and deliver enhanced customer experiences.
• Stay updated with industry trends, emerging technologies, and competitive landscape to identify opportunities for operational advancements and business growth.

Job Specification:

• Availability for rotational shifts

Working Days:

5 Days a Week

• Weekly 2 Days Off
• EOBI
• Medical Life Insurance (IPD + OPD)
• Annual, Casual and Sick Leaves (38)
• Annual Increment (Performance based)

At Abacus, we’re not just a workplace; we’re a community built on core values. As advocates of diversity and inclusion, we proudly stand as an Equal Opportunity Employer, ensuring equitable opportunities for all. We uphold the highest standards of accountability, encouraging every team member to take ownership of their work and contribute to our shared goals. Collaboration is fundamental to our success; we believe in the power of teamwork. We foster a culture of continuous learning, where curiosity is celebrated, and growth is nurtured. Respect and empathy guide our interactions, and we embrace bold ideas and open dialogue, believing that innovation flourishes in an environment of openness.

Join us at Abacus, where our values not only define our work but also shape our identity as a community!