Customer Happiness Manager - SaaS Ops & Vendors

250 Circles Life Technology Philippines Inc; Islamabad; On-site; PKR 1,800,000 - 3,000,000; Full time

Benefits offered by this job

Exponential career growth and bonuses

Competitive salary and bonuses

Medical insurance

Mobile bill reimbursement

Job summary

Circles.Life in Lahore is seeking a Customer Happiness Manager to oversee end-to-end customer service operations across in-house and partner teams. You will drive daily performance, CSAT, QA, SLAs, and ensure efficient delivery while collaborating with Product, Tech and Ops to improve customer journeys.

The role requires 2–4 years in Operations Management within a contact centre, strong WFM knowledge, analytical mindset, and superb communication.

Qualifications

• 2–4 years in Operations Management in a Customer Care or BPO environment.
• Experience in Vendor Management is a plus.
• Strong planning, forecasting, QA/QC and training knowledge.
• Good working knowledge of how WFM works.
• Excellent communication, negotiation, and calm under pressure.

Responsibilities

• Oversee end-to-end customer happiness operations across in-house and partner teams.
• Drive daily/weekly/monthly performance delivery for all partner teams.
• Monitor CSAT, Quality, SLAs, and efficiency metrics; improve processes where needed.
• Review attendance and ensure backup arrangements for absenteeism at agent and team lead levels.
• Manage escalations and create OG tickets for major customer interactions when needed.
• Lead weekly performance reviews with partners and align with org goals.

Skills

Operations Management

Vendor Management

Forecasting

WFM Knowledge

Analytical skills

Communication

Multitasking

Tools

Microsoft Excel

Microsoft Access

PowerPoint

Job description

Circles.Life in Lahore is seeking a Customer Happiness Manager to oversee end-to-end customer service operations across in-house and partner teams. You will drive daily performance, CSAT, QA, SLAs, and ensure efficient delivery while collaborating with Product, Tech and Ops to improve customer journeys.

The role requires 2–4 years in Operations Management within a contact centre, strong WFM knowledge, analytical mindset, and superb communication.