Customer Happiness & Operations Lead (Remote)

Circles; Lahore; On-site; PKR 1,200,000 - 1,800,000; Full time

Benefits offered by this job

Mobile bill reimbursement

Medical insurance

Competitive salary with bonuses

Learning & development budget

Job summary

Circles is seeking a Customer Happiness Manager to oversee customer service operations across in-house teams and BPO partners from Lahore. This is a 5-day in-office role in Lahore, requiring a we-mindset and cross-functional collaboration to drive excellence.

You will manage performance against CSAT, QA, SLAs, and NPS, coordinate with Product and Tech, supervise attendance, and push process improvements to elevate customer happiness and efficiency.

Qualifications

• 2–4 years in Operations Management in a customer care or BPO setting.
• Experience with vendor management and cross-functional coordination.
• Strong analytical, communication, and negotiation skills.

Responsibilities

• Manage end-to-end CH operations across in-house and partner teams.
• Oversee daily/weekly/monthly performance against CSAT, Quality, SLAs, and efficiency metrics.
• Monitor KPIs like CSAT, AHT, FCR%, productivity, and Solve rate% and contribute to NPS.
• Verify attendance for internal and BPO partners and arrange backups.
• Handle escalations and coordinate with Product/Tech/Ops to improve customer happiness.
• Lead workforce planning and budgeting with internal teams and align with budgets.
• Collaborate with cross-functional teams to drive process improvements.

Skills

Operations management

Vendor management

Forecasting

WFM knowledge

Data analysis

Tools

Microsoft Office

Job description

Circles is seeking a Customer Happiness Manager to oversee customer service operations across in-house teams and BPO partners from Lahore. This is a 5-day in-office role in Lahore, requiring a we-mindset and cross-functional collaboration to drive excellence.

You will manage performance against CSAT, QA, SLAs, and NPS, coordinate with Product and Tech, supervise attendance, and push process improvements to elevate customer happiness and efficiency.